The day I returned the car, the sun in Exmouth was really bright. I was lifting my kid out of the Kia Sportage and trying to keep him from running off, while I was also counting our costs in my head. At the rental counter everything looked normal. I handed back the keys, signed the paper and left. In my mind I was already thinking about what to cook for my kid that night. A few days later back home in the UK, I checked my bank card and saw a charge of a bit over one hundred pounds. I just stared at the screen. My first thought was what is this again. After a few checks I saw it was from that rental I booked with QEEQ. I felt quite stressed. With a kid, every trip already costs a lot and this kind of surprise fee really hurts. I contacted their customer service and told them everything I knew. I even went to find the photo I took of the mileage when I returned the car. In that photo I could see my kid’s legs sticking out near the front seat. I thought to myself good thing I took this picture. The staff checked the mileage with me. I said it was 39072 when I returned the car but the paper from the rental company said 39702. I felt it was not fair and I told them they must have written it down wrong and that I had proof. They asked me to send the photo and reminded me to show the time on it. I was doing all this while thinking if I was alone I might not be so careful, but with a kid I have to watch everything. Later they told me they would keep talking with the rental company and that it was about a mileage fee. They also said they would keep following the case. I got some email updates. I remember reading one while cutting fruit for my kid in the kitchen. I felt someone was helping me carry this problem so I was not fighting the rental company alone. At one point they shared a refund amount they could get for me and asked if I was okay with it. I did a quick count and felt it was basically fair so I agreed. I really felt looked after at that moment. It was like they were saying you take care of your kid and we will deal with the rental company. When the refund finally showed up on my card I saw the number on my phone and felt a big weight off my chest. This thing that was hanging over me was finally done. Later they asked me to pay back the part they had fronted for me and I did that as well. The whole thing was not super fast but it also did not feel endless. The main thing for me was I could feel that someone remembered my case and kept checking on it. For a parent, that feeling of someone staying on your side and watching the problem for you is really important. Even when my kid was shouting and I was tired, I still felt calmer because I knew they were still helping me with this wrong charge.
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