At the start I really wanted to complain a bit. I booked a car in Manila with QEEQ. It was a Toyota Innova. I planned to pick it up on April 25 in the morning and return it the next day at the same place. I was traveling alone and did not have many bags, but when I landed in the Philippines I still felt a bit nervous. When I went to the Thrifty counter the staff told me I needed to pay a deposit of 15000 pesos. When I heard that number my mind went blank for a second. That was a lot of money for me. I paid with my card and waited while they did the paperwork. Inside I felt a lot of pressure and I was afraid they might charge more money later, but at that moment I could not say much. I just took the car and left. The car was big and roomy. For one person it was almost too big, but the view was nice and I felt safe. The next morning I returned the car on time. I was even a little earlier than the agreed time. The staff checked the car and did a quick walk around. They did not say there was any problem. I thought the story was finished. A few days later I checked my credit card bill. I saw that the 15000 peso deposit was already refunded, but there was a new charge of more than 700 pesos on the bill. I felt confused right away. I was worried this might be some kind of double charge. I sat at home looking at the bill again and again and felt more and more unsure. At last I decided to contact the support team and ask clearly. When I reached out to them I was ready for a long and tiring talk. But the way they spoke to me was quite calm. First they let me explain everything. I told them all the times and all the amounts. I also sent a screenshot of the charges. The person on the other side did not sound cold or robotic. They checked with me step by step and asked how much was really taken from my card and if my full deposit was back already. I said that the deposit seemed to be refunded, but on the bill I saw one charge of 15000 pesos and one refund of 14231.10 pesos. The difference of more than 700 pesos was the part that I could not understand. They confirmed the numbers with me several times and also asked if there was an extra charge of around 4900 pesos. I opened my online banking again and checked carefully. I confirmed that right now there was only this 700 plus peso problem. During those days I kept thinking about this. I was in Singapore, the rental was in the Philippines, and there was the rental company and the platform in the middle. I thought it would be very messy. But they kept following the case. They said they would ask the rental company and see what happened. I did not have to talk to Thrifty myself. I only needed to give all the info I had. After some time the support team contacted me again and said that the rental company gave an answer. They said the 700 plus pesos was for toll fees. At first I was not fully sure about this. When I was driving there I did not know the roads well. I just followed the GPS. Sometimes it took me onto toll roads and I did not really know the exact fee. Later they sent me the document from the rental company. It showed each toll record one by one. I looked at the list and tried to remember my trip. I realized that I did pass a few toll spots, and then I finally felt more calm. What stayed in my mind is that this whole thing took several days, but I never felt that they forgot me. Every time I sent a new question someone replied to me and told me what they knew so far. Their explanation was also clear. They lined up the amounts and dates and told me that the deposit was fully returned and only the toll fee was charged. For a solo traveler like me who does not like trouble, it was very important to feel that someone was really looking after my case. In the end I checked my bill and saw there was no double charge and no strange extra fee. The worry in my heart slowly went away. I remembered how upset and stressed I was when I first heard about the 15000 peso deposit at the counter. Now when I look back, at least I know that if there is something on the bill I do not understand, I can ask the team to help me check instead of guessing alone for a long time. For someone like me who often travels alone, having things explained clearly feels more important than anything else.
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