“Are you sure this money is another rental charge?” This was the first thought in my head when I saw the extra 244.94 USD on my credit card bill. I had already returned the car in Melbourne in the US. It was around the evening of February 21st at about eight. I walked out of the Budget counter alone with my suitcase and felt pretty relaxed. I thought this Hyundai Venue rental went fine. The real problem showed up a few days later. When I saw the bill I did my own math on my phone. I was fine with the tolls and fuel. In my head I said these two are okay. Then I saw that “rental” part show up again and I could not stay calm. I am usually a slow and quiet person and I do not like to argue. But this time the amount was not small and I was traveling alone so I felt nervous and also a bit mad. When I reached out to them I already expected it might be hard and that people might push the problem around. I explained clearly at the start that I had returned the car around the night of February 21st but I got charged for the rental again. In my mind I just hoped they would not make me repeat the story again and again. What surprised me was that from the first time I talked with them there was one person who kept following my case. It was not like one person today and a new one tomorrow who asks me everything from zero. Each time I checked in they could pick up the story right away and say they were already talking with the rental company. I felt a lot more relaxed at that moment. It felt like someone was watching this for me. Several days passed and I was still on my own. Sometimes before I used my card I would think if that 244.94 USD would really come back. I was worried. They told me from time to time that they were waiting for an answer from the car hire or that they had pushed them again. I could not see what they did but I could feel the case was not forgotten. When the wait got longer I did feel a bit anxious and I wished it could be faster. But each time I remembered I was not talking to some cold system and that the same person still knew I was the guy who rented a Hyundai Venue in Melbourne and got charged twice for rent I felt better. I did not feel ignored. One day I got the message that my prepaid amount was refunded. I opened the bill and checked every line. I saw that the 244.94 USD was really back. I finally let out a deep breath. I thought about the whole thing again. The staff at the Budget counter only did the normal pick up and drop off. What really stayed in my mind was that there was a person who kept following my case. They updated me and remembered what I said before. I did not have to start from who I am and what happened every time. For someone like me who travels alone this feeling of being remembered and followed up is very important. The money matters of course. But the bigger thing is that before the problem was fixed I always knew someone was pushing this for me. I was not alone staring at a charge on my bill. It felt like someone put a hand on my back and gave a small push so this rental story had a small problem but did not turn into a bad memory with QEEQ.
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