Credit card overcharged on carhire
Discussion
I’m tearing my hair out trying to get some money back from my credit card provider under the Visa dispute process. I hired a car in Spain back in September, paid for it all in advance in the UK and have an annual excess/CDW policy.
The only extra I incurred was returning the car empty, so expected to be charged the fuel charge. But I have also been charged for breakdown recovery and second driver, neither of which I had.
Credit card company refuse to help and have declined my dispute, reading out a letter from the car hire provider saying “I initialled against all the charges and signed the statement when I collected the car” so they are entitled to charge them all to me. When I have tried to explain that initialling means these were optional charges that might not be incurred ie:breakdown and in the case of the second driver, not even signed against because I didn’t have one, they don’t understand.
As far as they see it, it is like buying something from a shop. Most of them don’t sound old enough to drive let alone hire a car. I’ve emailed several times trying to explain and been declined again.
Their argument is that because I initialled the items, the company can charge me regardless.
They won’t explain how this covers the item I didn’t initial, they just keep repeating themselves.
They won’t explain how if I didn’t break down, I can be charged for recovery either.
I’m out of pocket £215 instead of £60 and don’t want to waste my time with the ombudsman.
Is it worth me taking it to moneyclaim and simply suing the credit card firm?
Their own argument is circular and contradictory. I asked what would have happened if I had returned the car with a full tank, would they agree that I could have been charged the fuel fee as well and they said yes because I’ve iniialled it ffs!!
The only extra I incurred was returning the car empty, so expected to be charged the fuel charge. But I have also been charged for breakdown recovery and second driver, neither of which I had.
Credit card company refuse to help and have declined my dispute, reading out a letter from the car hire provider saying “I initialled against all the charges and signed the statement when I collected the car” so they are entitled to charge them all to me. When I have tried to explain that initialling means these were optional charges that might not be incurred ie:breakdown and in the case of the second driver, not even signed against because I didn’t have one, they don’t understand.
As far as they see it, it is like buying something from a shop. Most of them don’t sound old enough to drive let alone hire a car. I’ve emailed several times trying to explain and been declined again.
Their argument is that because I initialled the items, the company can charge me regardless.
They won’t explain how this covers the item I didn’t initial, they just keep repeating themselves.
They won’t explain how if I didn’t break down, I can be charged for recovery either.
I’m out of pocket £215 instead of £60 and don’t want to waste my time with the ombudsman.
Is it worth me taking it to moneyclaim and simply suing the credit card firm?
Their own argument is circular and contradictory. I asked what would have happened if I had returned the car with a full tank, would they agree that I could have been charged the fuel fee as well and they said yes because I’ve iniialled it ffs!!
I formally complained after the first decline, saying they did not understand the billing arrangements and they said they would review it. But it seems like the same people looked at it and declined again, not really treating it as a complaint. So i don't think haveing them look at it again will change anything.
It was a similar thing for me. Also in Spain, I don’t know if there’s any correlation. Said I didn’t want CDW as it was quite expensive. They highlighted all the parts I was to initial, including the one they said was the CDW rejection box.
Didn’t read it properly, turns out they pulled a fast one, but it was ultimately my own fault for not checking.
Looks like they pulled the wool over your eyes on this one. I don’t know whether you can do anything, although maybe try their social media pages, as companies seem to be a bit more reactive when contacted in this way.
Didn’t read it properly, turns out they pulled a fast one, but it was ultimately my own fault for not checking.
Looks like they pulled the wool over your eyes on this one. I don’t know whether you can do anything, although maybe try their social media pages, as companies seem to be a bit more reactive when contacted in this way.
JD427 said:
Hertz actually.
I take it you've tried Hertz? Was it a franchise operation?I had trouble several years on the run with Hertz in the US but it always got sorted out in the end through their customer services in Ireland.
Once was extended breakdown and injury cover which I'd said no to but the agent had electronically ticked that I accepted, so it was on the rental agreement but I hadn't noticed. They refunded it (eventually).
Edited by Sheepshanks on Thursday 22 November 14:36
JD427 said:
Nationwide Visa. Already gone from Disputes to Complaints and both rejected. Just drafting a letter to the Director but expect the same TBH.
If you have a final response, and they won't budge, refer it to the Financial Ombudsman Service. They are independent and will review the provider's decision. http://www.financial-ombudsman.org.uk/JD427 said:
I’m tearing my hair out trying to get some money back from my credit card provider under the Visa dispute process. I hired a car in Spain back in September, paid for it all in advance in the UK and have an annual excess/CDW policy.
If you feel strongly about it, just raise a moneyclaim online. The company will probably file an initial defence, but will likely just capitulate when you get a court date. clockworks said:
I've always paid cash when hiring cars abroad. If they don't get my card, they can't charge any "extras".
You can't have hired many cars then. It's been a condition of every single hire that I've ever done that you swipe a credit card, and occasionally they've wanted two. I once even had the daft situation where the hire car organised by my car insurance wouldn't let me take the car, as all my cards had been stolen along with my car.EddieSteadyGo said:
clockworks said:
I've always paid cash when hiring cars abroad. If they don't get my card, they can't charge any "extras".
Most hire companies need a card swipe to cover the insurance excess. How do you deal with this if you won't give them a card to use?
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