I am writing to formally lodge a complaint regarding my recent experience with Europcar.Booking and Payment DetailsI booked my rental car at the same time as my easyJet flights. The total rental amount was £91.00, and an additional £50.00 was paid for waiver protection. (Supporting details attached.)Initial Interaction at Rental CounterUpon arrival to collect the car, the representative at the counter inquired whether I had rented with Europcar previously. I informed them that I had, but had a negative experience regarding fuel charges, despite refueling the car minutes before returning it. I was forced to raise a complaint and provide proof of my fuel purchase in order to receive a refund. The representative apologized and offered me a free upgrade for my current rental.Rental Agreement and Holding DepositI was presented with the rental agreement, which clearly indicated the prepaid amount of £91.00, as well as an additional charge of £86.90, which was explained to me as a holding deposit. I questioned this charge, and it was reaffirmed as a holding deposit, which would be refunded to my card upon the return of the vehicle. This conversation was witnessed by my colleague, who was traveling with me at the time.Fuel Refill and Return of VehiclePrior to returning the vehicle, I refueled the car with 6.91 liters of petrol, totalling £9.66, at the nearest garage to the airport (PA3 2TH), as per the attached receipt. Upon returning the vehicle, I handed the keys to a Europcar representative named Jack, who inspected the vehicle, including its mileage and fuel levels. He confirmed that everything was in order and that no issues were present.Unjust ChargesOn March 21, 2025, I received an invoice for additional charges, including a Premium Station Surcharge and a charge for 6 liters of fuel. Furthermore, my credit card has been charged an additional £98.85 on top of the original rental charge of £91.00.These charges are clearly erroneous, unjustified, and appear to be fraudulent.I hereby request that the excess charge of £98.85 be refunded immediately to my credit card.Additionally, I wish to file a formal complaint against both the employee who processed my rental and the representative to whom I returned the vehicle. Their actions were misleading and resulted in fraudulent charges being placed against me.I expect prompt resolution of this matter. Should this issue remain unresolved, I will be forced to take further action to protect my interests.
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