These transactions were for Van Hire. As with normal hire agreements, the sums were made up of the cost of booking (hire fee), VAT and a refundable security deposit. The transactions consisted of the following:
• £575.59 = £62.99 Cost of booking £12.60 VAT £500 refundable deposit
• £325.59 = £62.99 Cost of booking £12.60 VAT £250 refundable deposit
I have since contacted A1 National Car and Van Hire on several different occasions to enquire on the status of these refunds. I attach three emails I sent to A1 National Car and Van Hire (dated 05/01,25/01 and 25/01) asking about these refunds. I have received no response to these emails.
I have also telephoned A1 National Car and Van hire on over 10 occasions in this time period. On these calls, I have been given a wide range of excuses as to why the refunds have not been made or delaying tactics:
• Initially I was told the refunds had been made and that the money would be in my account in a couple of days
• Later I was told that I would need to speak to the Accounts department to find out why the refunds had not been made
• I was subsequently told that the Accounts department is “a back office team” and that customers are not allowed to speak to anyone in the Accounts department
• I was told that no managers were available to speak to me – they were all “in calls and meetings”, but that a manager would call me back. No manager called me back.
• Finally I spoke to a manager (Mick Daniels) at 10.15 on 25/01. He told me he would look into the details and speak to “Streamline” (card service provider) and call me back within one hour. He did not call me back.
• On the afternoon of 25/01 I contacted Mick Daniels again. He said that A1 National Car and Van Hire had attempted to make a refund early in January but that my card provider (American Express) had rejected the refund. He said that the refunds would now be made and that I would receive the money within 2 working days. He also said that he would send me an email “within an hour” to confirm that the refunds had been made.
• Having not received the refunds by 16.00 on 27/01 I called A1 National Car and Van Hire and spoke to a “supervisor” named David Norris. He said the money would take time to clear “as it is being refunded to a credit card, not a bank account” and that they funds would be in my account by the end of 30/01.
• At the time of writing (28/01), I have not received either the refunds or the email confirming that they have been made.
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