Europcar - overcharge on invoice and incompetence of customer service/debtors department to resolve the issue

<p>I was overcharged on my Europcar account and on investigation found that the invoice indicated the inocorrect drop off point as well as the incorrect number of days of rental (charged for 1 more day than I had rented the car).</p> <p> </p> <p>I sent an email to the debtors department (as indicated on the invoice) but after 10 days had not received any response. I sent a second email and was subsequently informed my application for a credit is declined as their records indicate the car was returned on the date indicated on their invoice. I then phoned customer service and explained AGAIN that I returned the car a day before and to a completely different drop off point - as per the reservation I had made. The next day I received an email from the customer serive assistant simply informing the that my request for a credit has been declined (again!). I then phoned the customer service line AGAIN and explained that there must be a problem on their side as I can prove (provide my flight details and affidavits from my travel partners) that I had returned the vehicle as per my reservation, and not as per their invoice. I asked her for the tracking details of the car - so that I could see exactly what the movement of the car was after I had dropped it off. The tracking record was sent to me - only to see that it was a competely different car as this tracking was not even remotely the area in which I travelled. I called customer service again and informed them they had charged the incorrect car to my name. The assistant took a few minutes and then apologised - she could see that they had charged the incorrect car. Now surely this is the very first thing they should have checked when I sent my query in the first place!!!!!!! And even more so before they declinced my request for the second time!!!!!!</p> <p> </p> <p>But it does not end there. Evenutally (another 12 days later) a credit was passed for the overcharge. BUT it was only for the 1 day of rental I was overcharged. The incorrect car was charged to my invoice, but they did not even think about giving a credit for the fuel charge (the other car travelled much further that I did!). When I phoned to query this, I was told that my original query was only for the additional day - REALLY, they could not think for themselves that once the problem was identified (that the incorrect car had been charged) that they should look at all the costs on the invoice, and not only the daily rental charge????</p> <p>It is now more that a month since the first time I queried this invoice, and I am still waiting for the matter to be resolved. I understand that mistakes happen - I do not however understand the incompetence of staff that are supposed to sort the mistakes out.</p> <p> </p> <p> </p>