Subject: Formal Complaint – Payment Taken, Service Denied (Wheego / Ryanair Booking)
I am writing to file a formal complaint regarding a car rental booking made through Ryanair with Wheego at Düsseldorf Airport.
The booking was paid in advance using my Visa debit card. However, upon arrival to pick up the vehicle, I was informed that I must pay an additional €34.50 per day for insurance because I did not use a credit card.
This requirement was not clearly communicated at the time of booking.
Since I refused the unexpected extra charge, the company denied me the vehicle, meaning I did not receive the service I had already paid for.
The staff member at the counter informed me that, due to Easter, I would receive a refund by Tuesday or Thursday. However, as of Friday, I was told that I would not be refunded.
This is unacceptable. I paid for a service that was never provided.
I am therefore requesting:
A full refund immediately
A written explanation of why I was denied the service
Clarification of why the refund promised by your staff was not honored
If this issue is not resolved promptly, I will proceed with:
A chargeback through my bank
A complaint to the European Consumer Centre
Public reviews and escalation on consumer protection platforms
I expect a resolution within 7 days
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