Cartrawler customer support escalates to open mockery for a 30 due refund

March 8th
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I contact customer support as Dollar refused to release my booked and pre-paid vehicle on March 5 .
In fact they refused to take my American Express, which was indicated amongst the accepted credit cards in the reservation
voucher. Please note that the card was not even taken from my hand.
Furthermore, their machine also refused transaction with a backup debit card I had with me and which had enough funds to
cover the excess.

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March 11
Customer support replies completely ignoring the American Express and CLOSING my case, thus preventing me from replying.

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March 19
I send another complaint: I explain the situation all over again and express my worries about such inappropriate way of action.
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March 24
I get a similar response and see my submission refused and closed for a second time. This time the agent considers the existence
of the AMEX but arbitrarily establishes that the credit card had no funds.

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March 29
I log another support ticket: I explain the situation for a THIRD time and kindly explain my dear agent (he/she never changed but
kept on making up new excuses!!!) that such credit cards are real credit and therefore there is no such thing as available
funds. I also express my worries about the amount of mistrust showed for a pre-paying customer.
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April 4
For the first time - after almost ONE MONTH - I get some serious reply.

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April 5
I ask to send a scan showing the last 6 digits instead of the first, as the bank statement shows those. I get no answer.

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April 7
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I provide the scan anyways, along with the bank statement for the period ending on March 6 . Knowing I could need it for my
journey, I had barely used this card: total expenses were around 200, no reason to believe that American Express could refuse
the excess pre-authorisation. As further and undeniable proof I also provided a previous bank statement showing expenses
exceeding 17.000MAD, even on a single transaction.

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April 11
Without shame, the agent continues doubting my integrity that by-then should have been crystal clear (please
remember also I was a pre-paying customer): I am asked another scan showing the first 6 digits, without being provided
any explanation for such unusual request (he/she would now have 12/16 digits on unencrypted jpg files). He/she does
not raise any other concerns about my documents.

I express the uncomfortable position he/she is putting me in, but I send the scan anyways.

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April 12
The final blow: the agents investigations led him/her to deduct that I did not have the funds: please read for
yourselves.

Here is my answer. It is divided into 6 parts because the online form returns an error if the message is longer than 500
characters (despite the form setting the limit at 2500 characters)

Dear K****,
This is turning into a joke, your last message makes no sense at all.
The bank statement clearly shows that the period it is referring to ends on March 6th, therefore March 5th is indeed
INCLUDED into the statement I provided (there is no such thing in the world as a bank statement for one specific day).
-CONTINUESAmerican Express cards are real, old-style, CREDIT CARDS. They are not DEBIT cards functioning on credit card schemes
(like most - but not all of - VISAs and Mastercards).
To be more specific, the card issuer (American Express) allows the user (me) a CREDIT (what a coincidence!), which is
paid back only afterwards in the following periods (months, years, whatever).
-CONTINUESThis is the very functioning of a credit card and the strongly bounding contract between the issuer and the user required for such a service - is precisely the reason why you only accept credit, I don't think I should be the one to explain
you this.
As a result there is no expense limit, the issuer anticipates money for its customers and then a reimbursement plan is
arranged on a monthly basis: THERE IS NO SUCH THING AS AVAILABLE FUNDS FOR THESE CARDS.
-CONTINUES-

Now that this is hopefully understood, you can very well figure out that there is no way anyone could provide you a
document stating that I could cover an excess of 17.000 MAD on March 5th, as I could have easily covered 30.000 MAD
and more.
As (unnecessary if you were a serious company) proof of this I sent you a bank statement for the month of December,
during which I spent more than 17.000 MAD in a single transaction.
-CONTINUESAnyways, it is now clear that all your requests had the only purpose of making fun of a PREPAYING customer.
I was initially planning to drop but this disrespectful attitude is unacceptable from your company and anyone. For the
moment, I will only be posting this whole conversation on social networks and share with Ryanair, Dollar's and customer
service associations. If you don't issue a refund rapidly, I will gather external help and pursue through more serious
actions.
-CONTINUESAnd then it will not end up in a mere 30 euros DUE refund. You have indeed provided clear evidence that CarTrawler's
position is at fault. Moreover, that its customer support and requests for documentation were definitely not targeted at
solving the issue but towards misleading customers who put their trust in the companys services.
Regards
Corrado