When that seven hundred plus dollar charge was finally confirmed as normal I was already back home for a few days. I was still thinking about my time in St Thomas while scrolling my credit card bill. I saw those numbers and thought if this money was taken by mistake I was in trouble. At that time I had been talking with support for several days. I was worried but also a bit hopeful. The story started a few days earlier. I booked my car on QEEQ. I picked up the car around April 27 in the afternoon in St Thomas in the US Virgin Islands. The pick up time was near two o clock. I chose a Budget Dodge Durango automatic with seven seats because I wanted my family to sit more comfortably. The sun was very strong that day. I walked into the rental counter with my luggage and showed my passport and booking paper to the staff at the counter. When we did the paperwork they gave me a contract with many fee items. I stared at it and felt a bit lost. I asked them one simple question “Are all these required?” The counter staff just said “Yes yes just sign.” I did not feel fully safe in my mind but I was in a hurry so I signed it. I used the car and around April 29 I returned it in St Thomas before noon. The car was fine and the fuel was full. I thought everything was done. After I went home I checked my credit card and saw a few strange pending charges. One was a bit over three hundred another over five hundred and one was more than seven hundred. My first reaction was that I was charged too much. My heart jumped and I thought to myself maybe I just got cheated. I went to the rental company website and tried to find my name and booking number. I could not find the final invoice or any clear bill. Not even the FI showed up. That feeling of having no proof made me very nervous. I decided to contact their support and I told them I thought I was maybe overcharged and I wanted to know what these pending charges were. I was surprised that this time I really felt that someone was in charge of my case. From the beginning they confirmed my basic info and after that the same person kept following my problem. One time I even made a small joke and asked if they were only taking care of my order. The person replied that they would keep helping me. At that moment I felt some weight leave my chest. I did not feel like I was talking to a cold system. I felt someone was watching this for me. Soon they reminded me to send photos of the documents from the rental counter. I opened my suitcase and searched for the papers. I found one contract that was not very clear and one FI. Even I thought they were hard to read. I sent them and they told me to also watch my credit card bill because the charges were still pending. They asked me to see if anything changed in the next days. During those days I opened my credit card app almost every day. In my head I kept saying please do not really post. The support person checked in with me every few days and asked if the pending charges changed. One morning I saw that the three hundred and the five hundred charges were removed. Only the seven hundred plus charge was now clear and fully posted. I quickly took a screenshot and sent it to them. I said the two smaller ones were gone and only this one was left. I felt a bit stuck inside. One side of me thought maybe this was just normal rental cost. The other side still feared that I was overcharged but I could not say where the problem was. The support checked everything again and explained that from the current info there was no wrong or repeated charge. I felt a little disappointed at that moment because in my heart I was hoping for a refund of something. At the same time I knew that they had gone through every detail with me and gave a clear answer. It did not feel like a lazy reply. What stayed strongest in my memory was that they did not end the talk with one simple sentence. They went through the whole thing again with me. I asked if the two canceled charges were just old pre authorizations. They answered based on the status in my bill. I asked if I only had this one left. They checked again. I felt like a nervous student who kept asking questions. They did not show any impatience. This feeling was very important to me as an overseas tourist because when you are in another place you always feel a bit unsafe. Later I slowly accepted that this seven hundred plus charge was the normal rental fee. I compared it again with the contract. Even though the words were blurry they still kind of matched. When I think about the whole thing if there was no feeling of one person following my case I would probably keep guessing and maybe write bad reviews online. This time the Dedicated customer service made me feel like someone was really taking care of me and my problem. Even if the result was not what I wished the most I did not feel that I was ignored. Now when I look back at those days of chat messages I can see clearly that they kept asking me for updates and new changes. When they told me that the case could be closed I felt quite calm. This experience of having a person stay with my case and follow every step gave me a strong feeling of being looked after. As an overseas traveler this made a big difference in how I remember my whole booking with them.
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