Terrible Customer Service

More than a month after renting a car from First Car I receive an invoice for "FINE HANDLING FEE". I immediately query this invoice and ask for proof of a fine. On the same day the fee is automatically deducted from my credit card without proof of any fine.

I have still not received any proof of a fine after e-mailing their "customer care" e-mail address (provided on the invoice) twice. I tried submitting a query on their website and seems their system is broken as it continually says I cannot submit the query because my surname and booking reference (copied from the booking confirmation e-mail) does not match.