Unexplained charge while seeking promised refund from Enterprise

elizabethbennett_2

Hi I have been chasing Enterprise for a refund I was promised in April and still haven't received. In October after yet another promise from them of escalating the matter I checked my credit card statement to discover I had not received the refund but had instead been charged £35. I have had no communication as to why this has been applied and can only assume someone has messed up. As I am now writing an email to the CEO detailing the excruciating history of their many failed attempts to refund my money, I was wondering if there is any consumer law that this random unexplained charge breaches?

Many thanks

eskbanker

£35 may be an admin fee if they had to pass on your details to any enforcement authority for parking tickets, traffic violations, etc, although if the rental was more than six months ago this is perhaps unlikely?

Obviously companies shouldn't charge for something that isn't within the contract, but am unsure that there's actually a specific consumer legislation angle here - you may be able to issue a chargeback for the £35 via your credit card provider, which, if nothing else, is likely to unearth the reason it was charged…

Slinky

If it was hired in Italy, it's quite possible it's the admin fee for a ticket. We had an admin fee months after visiting Florence, and it was several more months before the actual violation came through from the authorities.

Okell

https://forums.moneysavingexpert.com/discussion/6688902/unexplained-charge-while-seeking-promised-refund-from-enterprise

Without knowing the background to your refund claim (eg what it was for?) it's impossible to advise.

So what is the refund for?

Do their T&Cs refer to any circumstances where they may charge an admin fee?

Was your refund for £35?

Alderbank

https://forums.moneysavingexpert.com/discussion/comment/82188858#Comment_82188858

Fair questions.

The refund is for erroneously charging the OP for a tank of petrol.

It wasn't for £35, it was for £128.

These and other nuggets of information are revealed in the OP's other post:

https://forums.moneysavingexpert.com/discussion/6676566/enterprise-say-they-have-issued-refund-several-times-but-not-received-it

elizabethbennett_2

https://forums.moneysavingexpert.com/discussion/comment/82188765#Comment_82188765

No this charge came the day after the complaint was yet again "escalated". I think someone has done this by accident instead of crediting but no communication around it so can only speculate. I had no tickets or anything like that. Thanks for help though

elizabethbennett_2

https://forums.moneysavingexpert.com/discussion/comment/82188830#Comment_82188830

Just a UK hire

elizabethbennett_2

Surely it's illegal to slap a charge on a credit card without any explanation?

Okell

https://forums.moneysavingexpert.com/discussion/comment/82188920#Comment_82188920

Well no - they can't just do that, but that doesn't necessarily make it "illegal" (ie a criminal offence).

This is obviously some sort of problem either with Enterprise, their bank, or your card issuer.

You said in the earlier thread you had no acceptance in writing from them that they owed you the refund. Has that changed? Have you got an email chain or anything evidencing the attempted refunds?

Who have you been dealing with? Their local office that you hired from?

Have you tried this? Customer Complaints | Enterprise Rent-A-Car