I want to complain first. I never thought renting a small car in Rome would end up with me busy checking bills instead of just driving. I booked the car on QEEQ and I was traveling alone in Italy. I thought it would be very simple. It was around the evening of May 12 when I went to the NOLEGGIARE counter in Rome to pick up the car. They gave me a Fiat 500 with manual gear and two doors. It looked pretty cute. I asked myself in my head. Did I not already pay everything before. Why did the counter staff keep asking me to sign more papers. They said it was standard process. I did not really understand and I was tired and just wanted to leave with the car so I signed. During the next few days I drove around Rome and nearby places. I was quite happy when driving. At the same time a small question came to my mind. Will there be extra charges. I told myself it should be fine because I saw on their site that I already prepaid the full rental. I felt it should be okay. Around the afternoon of May 16 I returned the car in Rome and went back to my room. I checked my credit card on my phone and I suddenly saw an extra charge of about 247.51 euro. I was shocked. I asked myself. What is this money. My own answer was that it looked like they charged the rental again and also some extra insurance. I checked my emails and the papers I had. On the paper from the counter I saw insurance words. But I already had insurance before. I asked again in my head. Who should I talk to about this. Then I contacted the customer service and explained everything. I also sent all the screenshots I could find. The support person listened to my story first. Then they asked me some simple questions. Did I sign any extra insurance at the counter. Did the staff explain it clearly. How much was charged in total. They said they would ask the car company for the bill and help me find out what really happened. In the next days I kept talking to myself with questions and answers. Was I in too much of a rush at pick up. Should I have checked the contract more carefully. I tried to remember that night again and again. It was quite late and I was a bit sleepy. I only remember the staff pointing at many terms and saying something about insurance. I asked if it was really must buy. His answer was not very clear. I was worried about language problems and I did not want trouble so I just signed. Later when I compared the price on the site and the one from the counter it really felt like they added another local insurance. During this whole time one thing stood out to me. I felt that someone was always following my case. When the support contacted me they first made sure they understood what exactly I was worried about. Then they told me they had already sent messages to the car rental side and were waiting for a reply. A few times I suddenly thought of something late at night and sent more messages. I worried I was being annoying. After that I could still see new updates from them and they told me what step they were at now. The problem is still not fully solved and I am not good with law or contract words. I felt a bit lost. Having someone keep an eye on the case made me less scared. I also asked myself if I should just let it go and treat it as a lesson. But 247.51 euro is really not a small amount for me. I travel alone and my budget is not very high so I did not want to just give up. The support did not force me to make any choice. They just reminded me that I should try my best to find the detailed charge paper so they can help me check better. I spent quite some time looking through my bank record and emails. While I was searching I kept blaming myself for not being more careful at the counter. When I look back at the whole thing during these days the strongest feeling I have about them is that I was not left alone after I said there was a problem. I came to a foreign country by myself and my English is just okay. When I face the fast talking at the counter sometimes my brain cannot keep up. After I came back it felt very different to have one person staying in the same chat with me and helping me sort things out. They helped me see which part I already paid and which part might be extra and where I needed proof. As a solo traveler this feeling of being looked after means a lot to me. I still hope everything can be solved faster but during this time having someone keep listening and following up already made the trip a lot less stressful for me.
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