A1 National Van Hire
Deposit not refunded

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.

Company: A1 National Van Hire
Country: USA

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