I will start with how I felt. When I saw that unknown charge I really panicked. We had just come back from our trip in Los Angeles with the kids and there was suddenly about 450 dollars taken from my account. It showed in pounds on my bill. I was looking after the children and checking money at the same time and it was so stressful. There was no clear bill from the rental desk. The money just looked like it came from nowhere. I booked the car with QEEQ and picked up a Budget Toyota Corolla at Los Angeles around late April in the evening and dropped it off around mid May in the afternoon. The whole rental felt normal so this extra charge made no sense to me. I contacted their customer service. I thought it would be the usual thing where I have to explain everything again and again. It was not like that. One person kept following my case. She listened to me first and asked about the currency and time on my bill. She said she would check with the rental company. I was at home trying to calm the kids and also waiting for news. I was worried that nothing would happen. After some time the service person reached out again and said the rental company was still checking. She asked me to send a screenshot of my bank bill. I felt tired but I also felt that at least someone was really watching this for me. What I remember most is that they did not just say they were working on it and then disappear. They came back from time to time and gave me small updates. Even a short message that they were still waiting for a reply from the rental desk made me feel my case was not forgotten. Later they contacted me and told me the rental company agreed to refund the 450 dollars and asked me to watch my account. I felt so much lighter at that moment. This money is not small for a family with kids. When I finally saw the refund in my bank, I could fully relax. During the whole thing the best part was that one person stayed with my case so I did not need to start from zero each time. It really felt like someone was taking care of me.
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