Europcar billing for damage and zero communication from company to resolve the matter

Please see an explanation of my entire experience with Europcar below. I have yet to receive any communication back regarding my account with Europcar in the last 3 1/2 months since I rented a vehicle. I have sent various emails and phoned Europcar Lanseria several times to try and resolve the matter of this outstanding balance which is not my responsibility as the damage did not occur while the car was in my possession according to my knowledge. Every time I call I get transferred to someone else and they are never available to discuss the matter. So I either get transferred to someone else who doesn't pick up the call or I leave a message but never get a return call. I am receiving several emails and sms to pay the outstanding balance however Europcar just seems to ignore all my attempts to communicate to resolve this matter...

Hi,

I am sending a query regarding this Invoice which was sent to me on the 23/01/2023. As discussed telephonically.

I rented a car from you from ***. My renting experience up to the point I returned the car and received my original invoice on 05/01/2023 was great with Europcar.

Somewhere between the 8th to the 15th(2 weeks after my rental) Europcar phoned me telling me of damage to the vehicle. Which I don't have knowledge of and this was the first I heard about it. According to my knowledge, the rental was returned without damage, inspected after returned and I was billed for the two days rental as well as the additional insurance I took out. I asked for photos to be sent to me via email of the damage to view. Not being convinced that this damage occurred while the car was in my possession since it wasn't brought up on return or inspection of the vehicle. It's a tricky situation now because for all I know the damage took place in the possession of another car renter or in your parking lot at Lanseria by someone other than me.

After requesting the photos and not receiving them. I phoned back the next day to ask if they were sent and my phone number and name got taken and I was assured someone would contact me back regarding the matter. I never received the callback or an email with the photos I asked for and after another week I assumed you found the source of the damage and the matter was finalized.

But then come 23/01/2023 and I receive an email with a new invoice. Still no photos and no callback. I phoned again to enquire and state my case for the 3rd time where no one can give me answers. I get transferred to head office to discuss the matter with them. I can't remember the lady I spoke to name. But she took my details and assured me there will be an investigation and I will be contacted back as soon as the matter has been resolved whatever the outcome.

On the 30/01/2023 I receive emails and sms asking me to phone Europcar regarding the account. I am sorry, why am I phoning you and you not trying to get a hold of me? I have zero missed calls so no one attempted to contact me. So I phone Europcar Lanseria AGAIN asking what the update is on the investigation because I have explained the situation to head office and there was going to be an investigation into the matter. NO ONE is aware of this investigation and no one can give me answers.

I have been asked to send all this info through in writing which I have now done.

Please investigate this matter and let me know what the outcome is. I will not be making a payment on this Invoice until I hear back from Europcar and there is proof that this damage did indeed happen in my possession 3 1/2 months ago.

I have done more than my part to follow up and request information to try and assist in this matter from the first time I heard of this.

I will proceed to legal action to clear my account with Europcar next. Seeing that no other forms of communication have been effective and this matter has caused me great stress and unnecessary admin I will, unfortunately, have to escalate the matter if I receive one more invoice or sms asking me to pay this outstanding amount which I have tried to have investigated and finalized.