At first I felt a bit nervous. I booked the car through QEEQ, picked it up in Queenstown and planned to return it in Christchurch. Around July eighth or ninth at midday I got the Honda CR V from the Europcar counter. It was automatic and easy to drive for my business trip. The problem was the money. When I paid at the counter I saw the deposit and the extra insurance fee. I kept asking myself when will the deposit come back and did they charge me more than I expected. I checked my credit card bill by myself. The more I looked the more confused I became. One deposit amount stayed there and I also got a message about a failed charge. I asked myself if I made a mistake or if the rental company charged me again. I could not understand it so I decided to contact their support. My questions were simple. Did my deposit get refunded and what was that strange failed charge. On their side one person followed my case. They told me they would ask the rental company. I asked again if the rental company only took the insurance upgrade and if my deposit was still frozen. They explained line by line and shared the amount that the rental company confirmed. They said only the insurance fee was taken and the rest of the deposit was released. I still worried and I asked about the failed charge message. I wanted to know if they would try to charge me again. They did not ignore me. They went back to the rental company to check if there were any unpaid fees. After a few days I checked my card bill again. I saw that the deposit was not in the actual charged list anymore. Only the insurance fee that I agreed to stayed. I asked support one more time if there would be any extra charge later. Their answer was clear. The rental company had confirmed there were no pending costs. They also said if I ever got a new charge notice I could send the bill and they would check it with me. The whole process had some back and forth but I felt that someone was really following my problem and not just telling me to talk to the counter staff alone. As a business traveler who rents cars quite often this kind of care matters to me and it made me feel much more safe about booking through them.
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