Continuous Problem With Double Payment...
Discussion
Ok so back in August, I paid a well known online travel company for hire car (call them party A), to be picked up at Palma Airport mid September
Fast forward to Sept, on a dark Saturday evening in the hire company office (call them party B), after already being charged a €35 late charge, after their shuttle minibus didn't turn up, we were then told we owed the full rental price. Not having any paperwork on us, being tired and annoyed already, and the hire company stating that we definitely hadn't paid, we paid up on credit card, and were on our way
As soon as we returned to the UK, we contacted party A. We'd checked our credit card statement, and surely enough - double payment. We also translated the invoice off the hire company, and were charged €10 for a diesel (we had a petrol A1), and €10 fuel recharge, when there was no option to bring back full!
We did some research on party B, and it seems they're renown for being a set of thieving bar stewards, with literally 100s of complaints about them online
A complaints form was filled in, and we waited their response. This was October 6th. On their advice, we also contacted our credit card company to stop both payments until further notice
On the 10th Oct, we received a response saying they were waiting for a response from the broker. On the 7th Nov, we received the same response. Same on the 21st. Same on the 5th December. And on the 19th.
On Christmas Eve, I rang the party A, basically to see what the f was going on. We'd also now received a letter from the bank, saying both parties had responded with the required paperwork, and we had 28 days to resolve the issue, or payment would be issued. The response from party A? Waiting on a response from the broker! They did, however, say they would make it a matter of urgency!
So, onto 2014. My fiancé rang them on 8th January, getting past the clueless call centre, and through to a manager. The problem, she says, is that the broker has been taken over by another broker, and they're sifting through complaints cases gradually. Not really our problem, but she kept it polite, and was promised action
14th January, I ring. Again. Through to a manager, but only after being hung up on once, and repeatedly told that complaints were only dealt with in writing. Managers very nice, said she's been trying to contact them with no joy, the higher up supervisor (unsure of correct title) was aware, and action was going to happen! I asked if they still used party B, as IMO they were fraudulent, 'unless we get a lot of complaints, which will be investigated, we will still use them'
16th January, we receive an email. A response from the broker, hurray!! The response? That we signed an agreement, and the extra charges (fuel, extra driver, extra insurance) we valid and above board. The reason we had a diesel charge is because we asked for a diesel. Ok, so that's a lie, and even if we had, we got a petrol! No mention of the double rental payment once. Party A ended the email by saying they hoped that answered our problems, basically have a nice life. By now, my fiancé is fuming, so on the phone again. Ok, she loses her temper and says s hit. 'One more swear word, and I'll hang up', c rap is used (made me laugh as she thinks c rap isn't swearing) - end of phone call. Ok ok, I know she shouldn't swear, so I ring back, with the aim of apologising, and trying to sort this once and for all! Now the manager isn't answering her desk, so I try again later. The response now is 'all correspondence by email'
An email arrives a few hrs later, basically saying the same as above, and in their opinion, the case is closed. I respond, politely, saying I'm unsure we're chasing the same thing here, I'm not bothered about the €20 unfair charges, I just want a refund of the £77 odd (I'm aware we haven't paid this yet, but it's inevitable). The response? We're dealing with your complaint!
Now, the bank have given us a few days to resolve this. WTF do I do now? By the way, party A is a popular online holiday comparison type site, so not a local small business who can brush this under the carpet
Any advice is appreciated!
Fast forward to Sept, on a dark Saturday evening in the hire company office (call them party B), after already being charged a €35 late charge, after their shuttle minibus didn't turn up, we were then told we owed the full rental price. Not having any paperwork on us, being tired and annoyed already, and the hire company stating that we definitely hadn't paid, we paid up on credit card, and were on our way
As soon as we returned to the UK, we contacted party A. We'd checked our credit card statement, and surely enough - double payment. We also translated the invoice off the hire company, and were charged €10 for a diesel (we had a petrol A1), and €10 fuel recharge, when there was no option to bring back full!
We did some research on party B, and it seems they're renown for being a set of thieving bar stewards, with literally 100s of complaints about them online
A complaints form was filled in, and we waited their response. This was October 6th. On their advice, we also contacted our credit card company to stop both payments until further notice
On the 10th Oct, we received a response saying they were waiting for a response from the broker. On the 7th Nov, we received the same response. Same on the 21st. Same on the 5th December. And on the 19th.
On Christmas Eve, I rang the party A, basically to see what the f was going on. We'd also now received a letter from the bank, saying both parties had responded with the required paperwork, and we had 28 days to resolve the issue, or payment would be issued. The response from party A? Waiting on a response from the broker! They did, however, say they would make it a matter of urgency!
So, onto 2014. My fiancé rang them on 8th January, getting past the clueless call centre, and through to a manager. The problem, she says, is that the broker has been taken over by another broker, and they're sifting through complaints cases gradually. Not really our problem, but she kept it polite, and was promised action
14th January, I ring. Again. Through to a manager, but only after being hung up on once, and repeatedly told that complaints were only dealt with in writing. Managers very nice, said she's been trying to contact them with no joy, the higher up supervisor (unsure of correct title) was aware, and action was going to happen! I asked if they still used party B, as IMO they were fraudulent, 'unless we get a lot of complaints, which will be investigated, we will still use them'
16th January, we receive an email. A response from the broker, hurray!! The response? That we signed an agreement, and the extra charges (fuel, extra driver, extra insurance) we valid and above board. The reason we had a diesel charge is because we asked for a diesel. Ok, so that's a lie, and even if we had, we got a petrol! No mention of the double rental payment once. Party A ended the email by saying they hoped that answered our problems, basically have a nice life. By now, my fiancé is fuming, so on the phone again. Ok, she loses her temper and says s hit. 'One more swear word, and I'll hang up', c rap is used (made me laugh as she thinks c rap isn't swearing) - end of phone call. Ok ok, I know she shouldn't swear, so I ring back, with the aim of apologising, and trying to sort this once and for all! Now the manager isn't answering her desk, so I try again later. The response now is 'all correspondence by email'
An email arrives a few hrs later, basically saying the same as above, and in their opinion, the case is closed. I respond, politely, saying I'm unsure we're chasing the same thing here, I'm not bothered about the €20 unfair charges, I just want a refund of the £77 odd (I'm aware we haven't paid this yet, but it's inevitable). The response? We're dealing with your complaint!
Now, the bank have given us a few days to resolve this. WTF do I do now? By the way, party A is a popular online holiday comparison type site, so not a local small business who can brush this under the carpet
Any advice is appreciated!
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