Enterprise vs TFL issue

Button86

I had a car hired from Enterprise back in January/ February 2009 whilst my own car was in for repair work.

Whilst in the car, driving in an unfamiliar part of London, I got cut up on a roundabout and forced into a congestion charging lane. I turned around and drove straight out. Being a little bit of a country bumpkin, I was unsure of the working method of these things.

Anyway, I did not think any thing more of it. About three weeks later, I realised £100 had been taken out of my bank account. I hadn't authorised it, but saw it had gone to Enterprise Rent A Car. I called them to enquire to be told I had incurred a congestion charge, neglected to pay it (as I was unaware I even owed it), and so they had paid it for me, and charged me a ridiculous amount of money on top for the convenience.

They had not told me about the due charge, simply paid it and then charged me for the payment. They also did not tell me or ASK me for the £100. They took it, unauthorised, out of my bank account. I am not even sure how they had my bank details at this point.

So I went on to the appeals procedure. I followed their process until I came to a point where I needed to phone them. I tried to get hold of them on a number of occasions (about 6 times a day for a two week period) but found the number to be engaged or unanswered on every occasion. I finally got through and spoke to a woman who very rudely told me that my opportunity to appeal had bypassed the previous day. I told her about my experience trying to get hold of them, and she said I needed to prove my attempts. Of course, we all know that unanswered or engaged calls do not get listed on a telephone bill. She was very abrupt and rude to me on the phone, seemingly finding my frustration of the situation funny. I was so upset at this point I simply hung up and did nothing further.

I am sure I was unfairly treated though. Does anyone know what I could do about this?

wealdroam

I think you'll find that you did authorise Enterprise to take that money from your account.
The small print on the hire agreement will state something like "if you pick up any fines etc while in our car, you agree that we can take that money and an admin fee from the account you gave us when hiring the car".

Country bumpkin or not, you were driving in London.
Sorry to say it is your responsibility to understand how the Congestion Charge works.

I do not think you have any chance of getting any of your money back. Sorry.

edited to add:
Just noticed this happened in 2009... three years ago.
Forget it... move on.

marlot

As said, you'll have authorised it as part of the hire agreement.

You had the chance to log on and pay it, but didn't.