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  • FIRST POST
    • Anzhelka
    • By Anzhelka 13th Mar 17, 9:05 AM
    • 182Posts
    • 27Thanks
    Anzhelka
    Urgent advice needed
    • #1
    • 13th Mar 17, 9:05 AM
    Urgent advice needed 13th Mar 17 at 9:05 AM
    hello. not sure if it's the right thread to post into. I just need to ring the company and need to be prepared. I have booked a car through rentalcars.com and on the website it was clearly said "book now , pay later", however the full amount was taken after a week (my car hire is for September), when I came with a full trolley of groceries with 2 kids I've end up with my card being declined and later I've recognised that this company has taken all my money. I've rang my bank and asked to cancel payment (as it was pending) and bank has advised that I need to provide 6 digit code from that company to speed up refund process and with this code bank can pay me back straight away. However spoken with somebody from rentalcars.com over the customer service chat and been advised "we don't know what's happened, maybe technical issue, but we don't have to provide you the code and you have to wait". Did anyone has this and what are my rights? do you know how this code is called? any help will be much appreciated. sorry for a bit of emotional post , it's just very frustrating situation, never had experience with such a terrible customer service.
    ***Twins mummy***
Page 1
    • soolin
    • By soolin 13th Mar 17, 9:21 AM
    • 58,308 Posts
    • 41,264 Thanks
    soolin
    • #2
    • 13th Mar 17, 9:21 AM
    • #2
    • 13th Mar 17, 9:21 AM
    hello. not sure if it's the right thread to post into. I just need to ring the company and need to be prepared. I have booked a car through rentalcars.com and on the website it was clearly said "book now , pay later", however the full amount was taken after a week (my car hire is for September), when I came with a full trolley of groceries with 2 kids I've end up with my card being declined and later I've recognised that this company has taken all my money. I've rang my bank and asked to cancel payment (as it was pending) and bank has advised that I need to provide 6 digit code from that company to speed up refund process and with this code bank can pay me back straight away. However spoken with somebody from rentalcars.com over the customer service chat and been advised "we don't know what's happened, maybe technical issue, but we don't have to provide you the code and you have to wait". Did anyone has this and what are my rights? do you know how this code is called? any help will be much appreciated. sorry for a bit of emotional post , it's just very frustrating situation, never had experience with such a terrible customer service.
    Originally posted by Anzhelka
    Firstly rentalcars.com appears to be a broker, so you are not dealing with the rental company and just a third party which makes this slightly more complicated. The landing page when you get a quote shows 'Rentalcars.com connects you to the biggest brands in car hire.', I can't see anything prominent at all about guaranteeing that the rental company you eventually choose will not take payment.

    Further digging shows this as their guarantee 'No credit card fees
    No amendment fees
    24/7 phone support' still nothing about book now pay later.

    Where did you see that guarantee about paying later and did it refer to any rentalcar.com fees *and* the car rental fee or just their own fees (assuming there is a separate charge).

    I've just done a random quote for Malaga and still can't see the book now pay later, it just shows me the various companies I can use and the prices.

    As for a refund code, I've never heard of it and have no idea what it is, perhaps someone else will know what the bank wants if you wait to see who else responds, or perhaps the bank could clarify.
    I'm the Board Guide for the Ebay Board , Charities Board , Dosh & Disability , Up Your Income and the Local MoneySaving-England board which means I'm a volunteer to help the boards run smoothly, and I can move posts there. However, do remember, board guides don't read every post. If you spot an illegal or inappropriate post then please report it to forumteam@moneysavingexpert.com (it's not part of my role to deal with this). Any views are mine and not the official line of MoneySavingExpert.com
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    • Anzhelka
    • By Anzhelka 13th Mar 17, 9:28 AM
    • 182 Posts
    • 27 Thanks
    Anzhelka
    • #3
    • 13th Mar 17, 9:28 AM
    • #3
    • 13th Mar 17, 9:28 AM
    When you try find the car and where the price is under the price is written "Book now, pay later" and when you point mouse on that it says "book today and pay 4 weeks before travel with only £30 deposit". also customer advisor advised that there is option like this and he doesn't know what's happened with my booking (great, who knows then)
    and the code is needed for bank to speed up refund i guess, but they didn't tell how it's called (
    ***Twins mummy***
    • theonlywayisup
    • By theonlywayisup 13th Mar 17, 9:49 AM
    • 9,965 Posts
    • 6,699 Thanks
    theonlywayisup
    • #4
    • 13th Mar 17, 9:49 AM
    • #4
    • 13th Mar 17, 9:49 AM
    Did you choose the right option. I can see there is an option to CHOOSE to pay later but that doesn't mean all options are for paying later.

    How do I pay for my booking?
    When you book a car with us, you can pay with either a debit or a credit card.
    When you book a car with us, you can pay with either a debit or a credit card.

    If you book more than 28 days ahead of your trip, you can choose to pay a deposit when you book, and the rest of the cost 28 days before your trip.

    (If you rent with Hertz, you'll pay in full when you book.)

    When you pick your car up, you'll pay the car hire company directly for some parts of your car hire, such as:

    Extras such as car seats, GPSs and additional drivers
    One-way fees, young driver fees and senior driver fees
    Other charges, such as local taxes, winterisation fees and cross-border fees.
    How much are we talking about and have you confirmed it is the full amount that is being held. I say held, as from what I understand the payment is pending on your account, is that correct?
    "I suggest you read who's thread this is and you will find its MINE". sic
    • Anzhelka
    • By Anzhelka 13th Mar 17, 9:53 AM
    • 182 Posts
    • 27 Thanks
    Anzhelka
    • #5
    • 13th Mar 17, 9:53 AM
    • #5
    • 13th Mar 17, 9:53 AM
    We are talking about £350 (full price of the car hire). I've choosen the right option and i didn't buy any extras at this point, as I understood that I need to pay for them immediately. So I don;t see any reason why they took full amount (specially that it was taken after a week since my booking was made). Transaction is pending and my bank has advised that they can cancel this but I need to get 6 digit code from the company and I don't know how to explain this to them, how is this code called. Also as there was not enough money on my account this may cause me a negative balance and I will get charge from my bank for unplanned overdraft. Over the customer service chat from Rentalcars they advised that they may have some technical issues and he doesn't know what's happened and how to help me (I have saved copy of that chat by the way).
    ***Twins mummy***
    • theonlywayisup
    • By theonlywayisup 13th Mar 17, 10:01 AM
    • 9,965 Posts
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    theonlywayisup
    • #6
    • 13th Mar 17, 10:01 AM
    • #6
    • 13th Mar 17, 10:01 AM
    We are talking about £350 (full price of car hire). I choose the right option and i didn't buy any extras at this point, as I understood that I need to pay for them now. So I don;t see any reason why they took full amount (special that it was taken after a week since my booking was made). Transaction is pending and my bank has advised that they can cancel this but I need to get 6 digit code from the company and I don't know how to explain this to them, how is this code called. Also as there was not enough money on my account this may cause me a negative balance and I will get charge from my bank for unplanned overdraft. Over the customer service chat from Rentalcars they advised that they may have some technical issues and he doesn't know what's happened and how to help me (I have saved copy of that chat by the way).
    Originally posted by Anzhelka
    Did you pay by Debit Card? If so, it sounds like the whole amount has has been earmarked and is pending being claimed by Rental cars. Normally (and I am no banking expert) this happens when you pay a deposit for a hotel or such like. The amount is put through the card but not actually taken. The bank earmark the funds pending the payment being claimed. From my limited knowledge the payment is returned to your account after 10 working days if it's not claimed.

    I know with my bank (HSBC) that although the funds are earmarked, you won't go overdrawn if the funds are never taken.

    Can you ring rentalcars and ask if you can cancel that payment and use another means of paying the deposit.
    "I suggest you read who's thread this is and you will find its MINE". sic
    • Anzhelka
    • By Anzhelka 13th Mar 17, 10:05 AM
    • 182 Posts
    • 27 Thanks
    Anzhelka
    • #7
    • 13th Mar 17, 10:05 AM
    • #7
    • 13th Mar 17, 10:05 AM
    Yes, I have paid with debit card. I have booked a lot of hotels before and have also some of them booked currently, but none of them has taken the actual available money from my account. But currently my balance is NIL. I had there around £200 and after this payment has appeared in "pending" all my money has gone. It's a shame that after speaking with rentalcars they can't even explain what's happened. I've already cancelled this booking and they advised me to wait up to 10 days for a refund but as I don't have any money available this may end up with 10 x £10 fee for unplanned overdraft. Also spoken with bank and they say they can get this money straight back to my account, just need that mystical 6 digit code. I will try to ring bank again advising that rentalcars doesn't seem to be knowing what is that code really and what are the other option for me.
    ***Twins mummy***
    • theonlywayisup
    • By theonlywayisup 13th Mar 17, 10:08 AM
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    theonlywayisup
    • #8
    • 13th Mar 17, 10:08 AM
    • #8
    • 13th Mar 17, 10:08 AM
    It doesn't really matter what has or hasn't happened in the past. The rental company appear to have pended the full amount now. Whether that is because you failed to opt for the deposit/pay later option I don't know but what is clear is you have a pending transaction on your account now.

    What bank are you with?
    "I suggest you read who's thread this is and you will find its MINE". sic
    • theonlywayisup
    • By theonlywayisup 13th Mar 17, 10:12 AM
    • 9,965 Posts
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    theonlywayisup
    • #9
    • 13th Mar 17, 10:12 AM
    • #9
    • 13th Mar 17, 10:12 AM
    Having a quick google, it would appear you have two avenues to attempt to resolve this.

    1. Go back to rental cars and ask them to cancel and refund the transaction. The caveat being I don't know what your cancellation rights are.

    2. Give the bank the unique reference number for the transaction (from Rental cars) so the bank can release the pending transaction. Further caveat I guess this will cancel the transaction and lead you back to knowing your cancellation rights.
    "I suggest you read who's thread this is and you will find its MINE". sic
    • takman
    • By takman 13th Mar 17, 10:15 AM
    • 1,969 Posts
    • 1,590 Thanks
    takman
    In the future you should always pay for things like Car Rental and Hotels with a Credit Card so that all your money isn't taken up by pending payments. You will also get the added Section 75 Protection on purchases over £100 aswell.
    • Anzhelka
    • By Anzhelka 13th Mar 17, 10:20 AM
    • 182 Posts
    • 27 Thanks
    Anzhelka
    Having a quick google, it would appear you have two avenues to attempt to resolve this.


    2. Give the bank the unique reference number for the transaction (from Rental cars) so the bank can release the pending transaction. Further caveat I guess this will cancel the transaction and lead you back to knowing your cancellation rights.
    Originally posted by theonlywayisup
    That's what I'm trying to get from them to get my money back quicker and my bank (by the way it's Lloyd) said that with that reference money can be released today - however been advised (in quite rude form) that they never give such as details to their customers.

    However they've cancelled transaction and I don;'t have to pay anything for that, it's just the matter of time, they said I have to wait 10 days for the refund.
    ***Twins mummy***
    • Anzhelka
    • By Anzhelka 13th Mar 17, 10:22 AM
    • 182 Posts
    • 27 Thanks
    Anzhelka
    In the future you should always pay for things like Car Rental and Hotels with a Credit Card so that all your money isn't taken up by pending payments. You will also get the added Section 75 Protection on purchases over £100 aswell.
    Originally posted by takman
    Now I will know. I always booked with credit cards, don't know why this time decided to book with debit card and now suffering from this.
    ***Twins mummy***
    • theonlywayisup
    • By theonlywayisup 13th Mar 17, 10:27 AM
    • 9,965 Posts
    • 6,699 Thanks
    theonlywayisup
    That's what I'm trying to get from them to get my money back quicker and my bank (by the way it's Lloyd) said that with that reference money can be released today - however been advised (in quite rude form) that they never give such as details to their customers.

    However they've cancelled transaction and I don;'t have to pay anything for that, it's just the matter of time, they said I have to wait 10 days for the refund.
    Originally posted by Anzhelka
    The difficulty is unless you speak to their accounts department or someone who has access to their payment portal (merchant account processor) you won't probably be able to get the code.

    I have a business and if I process a card payment I can see the authorisation code in the transaction. This is the code your bank want and with it they will be able to release the money immediately, but you will have difficulty getting it unless the person on the phone understands their payment system and can access it.



    I doubt there is much more you can do than wait for the funds to be released/refunded.

    Next time use a credit card.
    "I suggest you read who's thread this is and you will find its MINE". sic
    • Anzhelka
    • By Anzhelka 13th Mar 17, 10:34 AM
    • 182 Posts
    • 27 Thanks
    Anzhelka
    The difficulty is unless you speak to their accounts department or someone who has access to their payment portal (merchant account processor) you won't probably be able to get the code.

    I have a business and if I process a card payment I can see the authorisation code in the transaction. This is the code your bank want and with it they will be able to release the money immediately, but you will have difficulty getting it unless the person on the phone understands their payment system and can access it.



    I doubt there is much more you can do than wait for the funds to be released/refunded.

    Next time use a credit card.
    Originally posted by theonlywayisup
    Is that really such a different between Debit and Credit card? I've worked in the bank for 5 years (in a different country though) and didn't know that lol
    Thanks for your advice anyway , I think I need to speak with somebody from accounts department. I've spoken with rentalcars on Saturday and other customer advisor said that they can do that just need to wait until Monday, but today I've got refused by somebody else. I should try to be more persistent I think to get through to Accounts department.
    ***Twins mummy***
    • theonlywayisup
    • By theonlywayisup 13th Mar 17, 10:42 AM
    • 9,965 Posts
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    theonlywayisup
    You could try and speak with their accounts department, explain that it's the authorisation code you need to give to your bank in order they allow you access to your funds. Be calm and explain that it's left you unable to pay for your groceries.
    "I suggest you read who's thread this is and you will find its MINE". sic
    • Anzhelka
    • By Anzhelka 13th Mar 17, 10:47 AM
    • 182 Posts
    • 27 Thanks
    Anzhelka
    You could try and speak with their accounts department, explain that it's the authorisation code you need to give to your bank in order they allow you access to your funds. Be calm and explain that it's left you unable to pay for your groceries.
    Originally posted by theonlywayisup
    ok, I will try to remain calm and will try to get through account department. it's just the other customer service advisor made me mad saying that he doesn't know what happened and I need to wait now. Incompetency!
    And I also have a lot of bad experience with other companies such as Yodel, Very and etc. so just tired of fighting for my rights and as ex customer service advisor myself I hate terrible customer service in general.
    ***Twins mummy***
    • theonlywayisup
    • By theonlywayisup 13th Mar 17, 10:53 AM
    • 9,965 Posts
    • 6,699 Thanks
    theonlywayisup
    ok, I will try to remain calm and will try to get through account department. it's just the other customer service advisor made me mad saying that he doesn't know what happened and I need to wait now. Incompetency!
    And I also have a lot of bad experience with other companies such as Yodel, Very and etc. so just tired of fighting for my rights and as ex customer service advisor myself I hate terrible customer service in general.
    Originally posted by Anzhelka
    Customer services must be the worst job in the world. It isn't rental cars fault that you have issues with Yodel, Very etc.

    Get a grip and treat the person on the phone how you would like to be treated if this was them ringing you for help.
    "I suggest you read who's thread this is and you will find its MINE". sic
    • Anzhelka
    • By Anzhelka 13th Mar 17, 10:55 AM
    • 182 Posts
    • 27 Thanks
    Anzhelka
    No, I wasn't rude at all it's just them not willing to do anything and can't even explain what's happened. When I was customer service advisor I really tried my best to do everything for my customer. I was working in the branch though, over the phone it may be more difficult.
    ***Twins mummy***
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