I was really upset at first and also a little lost. I booked my car through QEEQ and I thought everything would be simple. But my trip to San Juan turned into a long story about money and problems. The strange part is that the thing I remember most is not the car. It is how someone kept following my case. I picked up the car around the end of March that week. I only drove it for about one day and then I gave it back. The day I went to the rental counter I was already tired. The air inside was cold but my head felt hot. The staff kept looking at their computer and then at me. They asked for my confirmation number again and again. They said they could not find my booking. My phone signal was bad and there was no WiFi. I stood there scrolling my email like crazy and kept asking myself what is going on. I showed them every piece of information I had. My name my dates everything. I felt like I was taking a test and they were checking every answer. They finally gave me the car. When I later looked at the contract and saw an extra charge of more than one hundred dollars I felt shocked. I have my own insurance and I never asked for more stuff. The number on the paper made me feel sick. The car was not in good shape either. The inside was dirty and it had a strong smell. I just wanted to return it as soon as I could. I kept thinking who will help me with this. I started a dispute with my credit card company but I was worried they might not help and then I would have to pay for everything. So I contacted their customer support and told them about the extra charges and how I only used the car for about one day. They did not talk to me like a robot. They first asked what I was most worried about. I said I was scared that nothing would be solved at the end. They told me to take it step by step. I sent them videos and photos of the car and also my payment records. I thought they might just forget me after that. They did not. Every few days they reached out and told me what was going on. They said they were still waiting for the rental company and told me not to stress too much. One day I had just finished class and was standing in the parking lot when they called. The wind was loud in my ears. On the phone the person went through each extra fee with me and said they would keep pushing the case. I felt a bit lighter in that moment. It did not feel like I was fighting this alone anymore. Even though the final result was not exactly what I wanted they explained where every fee came from and how far the dispute went. My anger got smaller over time. When I look back at those days from standing at the counter waiting while they could not find my booking to seeing the extra charge and then later getting calls and messages from someone who kept checking on me I remember one clear feeling. My problem mattered to them. That feeling of someone staying with the case and not forgetting about me was more important to me than just hearing a quick sorry.
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