Improper Charge for a Cancelled Reservation and Complete Lack of Interest in Resolving the Issue
My experience with RentingCarz has been extremely frustrating. I made a vehicle reservation through the website and received confirmation that the charge had been processed on my credit card. Shortly afterward, I received an email stating that the payment was still pending. When I tried to access the payment link provided, the system returned an error message. A few minutes later, I received another email clearly stating that the reservation had been cancelled. Based on this information, I reasonably understood that the reservation was no longer valid. To avoid compromising my trip, I proceeded to rent a vehicle from another rental company. Only after I questioned the charge did RentingCarz inform me that the cancelled reservation had supposedly been replaced by a new reservation created automatically. The problem is that I was never informed about this new reservation. I did not receive any confirmation email, voucher, approval notice, booking update, or any other communication indicating that a new reservation had been created in my name. In other words, the company cancelled my original reservation, created another one without my knowledge or authorization, and is now attempting to charge me for a service that I never used. What concerns me even more is the company's attitude after I opened a complaint. I have contacted RentingCarz multiple times via email and WhatsApp, and the response is always the same: "we need more time." There is no concrete deadline, no meaningful update, and no apparent interest in resolving the issue. The customer service is cold, indifferent, and gives the impression that the customer is simply being ignored. I am being charged for a mistake that I did not make, for a reservation that I never used, and for which I was never properly informed. I expected greater transparency, professionalism, and respect for consumers. So far, RentingCarz has shown no sense of urgency or commitment to resolving a situation that was entirely created by its own operational failure. My request is simple and fair: the cancellation of this improper charge and a full refund of the amount paid, since the service was never used and the communication failure occurred exclusively on RentingCarz's side.