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CHEN IbehQatar

I started with a problem on this trip. I booked a car through QEEQ and rented a Suzuki Dzire from Safety in Doha. I picked up the car around 2 pm on January 23 and returned it around 4 pm on January 26. The rental itself was fine, but the deposit did not come back to my card. After some days I checked my credit card bill and saw the deposit was still taken. It was not just a hold. I tried to contact the rental company by myself. I called and sent messages. They kept saying they were working on it or told me to wait more. I was traveling alone and I felt very stressed and also a bit angry. Then I reached out to the platform support. To be honest I did not expect much. I thought I would need to explain everything again and again. But they listened to my story and then they started to follow my case all the time. I had one person who always talked with me. When there was any update they asked me if I had new info too. I sometimes complained because I was upset, but they were patient and stayed calm. They also asked me to send the rental contract and the payment slip and checked them with me. I felt I was not fighting with the rental company alone anymore. The rental company kept saying they had already refunded and told me to talk to my bank. I went to my bank and it was not clear on the record. It felt like everyone was pushing this to someone else. Each time I told support what happened, they went back to the rental company again and pushed them. They also reminded me to confirm with the bank. I was still nervous, but I felt someone was standing on my side. I finally saw the deposit come back to my card. I was tired from this long process, but I know that with this kind of dedicated customer service I did not give up. If I was alone with the rental company I might just quit and lose the money. For a solo traveler like me, having someone follow my problem closely and talk with me in a clear way really made a big difference.