I want to start with the feeling at the end. When I saw my deposit finally come back, I was just sitting in my room, looking at my phone and letting out a long breath. In my head I said, I am really glad I booked through QEEQ. The story started a few months before that. Around January 7 in the morning I picked up my car in Seville in Spain. It was at the Budget counter. The car was a Seat Tarraco. It was an automatic seven seater SUV and it looked pretty cool. I used my debit card for the deposit. The staff at the counter did everything very fast. I did not think much and only wanted to start driving with my friends. Two days later on January 9 in the evening I returned the car in Granada. The staff walked around the car, checked it and said it was okay. They took the key. I asked, how long until my deposit comes back to my card. The staff just smiled and said it would be a few days and it would be fast. After I went back home I started to check my bank records one by one. I found that the deposit amount did not look right. On my card I only saw one charge of about 38 euro. I knew this was the extra driver fee because I agreed to that before. But the big part of the deposit was still missing. I waited a few days. I got more and more worried. I started to think that maybe I needed to write emails in English to Budget myself. I was afraid I could not explain everything clearly. So I sent a message to their customer service first. They asked me to upload screenshots of my bank statement. I sat in front of my computer and took the screenshots. In my mind I was thinking, if this still does not work then it will be a big problem. I asked them, is the deposit not supposed to be fully refunded. Now I only see one small part and I feel nervous. They replied quite fast and used a very calm tone. They said they would help me check the exact amount with the car rental company and told me I did not need to worry too much. I could feel that it was one person following my case and not a new person every time. A bit later I asked again if there was any new progress. They explained that they had already checked the bill with the rental company. The 38 euro was the extra driver fee and the rest of the deposit would be refunded. It just needed some time to show on my card. For one or two days I kept opening my banking app. Every time I saw the balance did not move I felt a bit anxious. I thought, if the deposit is stuck there it will affect my other plans. But each time I sent another question the way they answered stayed very steady. I felt they were watching this problem for me. I had this small feeling that I was being taken care of and that I was not fighting the car rental company alone. After a short while I opened my banking app again and suddenly I saw the rest of the deposit arrive. I stared at the screen for a second. Then I checked all the records carefully. I found that after taking off the extra driver fee all the remaining money was back in my account. My first reaction was to send a message to their customer service and say that I had received the remaining deposit. They replied very soon with a light and friendly tone. It really felt like a friend helped me finish something that bothered me. When I think about it now the whole thing was not very complex. The most important part was that someone kept following my problem from start to end. I did not need to send emails to the car rental company every day or worry about my English. I am just a normal young traveler who drove from Seville to Granada in Spain. After the trip I still had to face this deposit issue. Having dedicated customer service stay with me until the money came back made a big difference for me.
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