I still remember sitting in my hotel room in Milan and looking at my bank app when the refund finally showed up. My body relaxed at once and I just stared at the screen for a while. I was really surprised because I could feel that the support team kept helping me with this problem and in the end I really got my money back. A few weeks before that day I booked a car in Italy Milan through QEEQ. I went to pick up the car around the morning of April 26. The car was a Jeep Compass from Europcar with manual gear. At the counter the staff gave me a tablet and asked me to sign. He spoke fast English with a bit of Italian. I thought it was only the normal rental contract. He did not explain clearly about any extra service. The whole rental was fine and the car was ok. I remember I returned the car in Milan around May 3. The staff checked the car and said it was fine. So I thought everything was finished. Some days after I went back home I checked my credit card bill and found one more charge of a bit more than thirty euro with code RSN. I had no idea what that was and I felt very confused. My English is not very strong and it was a foreign car company so I felt a bit nervous. I decided to contact the platform support. I thought they might just give me a simple answer and stop there. But from the first reply I felt something different. They spoke in a calm and kind way and told me this might be a roadside assistance fee. They also tried to comfort me and said they would check the contract record with the car rental company. Later they told me the rental company showed a contract with my signature and the roadside service written on it. They also sent a version with my sign and said the car company refused to refund. I was quite upset and also a little hurt. At the counter nobody really explained this fee to me. When I signed on the tablet I only thought I was confirming the basic rental. I had no idea about this extra item. I wrote back several times. I explained my doubts and said I did not remember agreeing to this extra service. During that time I felt we were going back and forth again and again. What stood out to me was that the support replies were always detailed. It did not feel like some copy paste answer. They replied to each point I wrote. They used simple Chinese to explain why it was an electronic signature and why the paper contract also showed this service. Later the car rental company refused the refund again. Normally the story would end there. But the support team contacted me again and said they could help me apply to their company for a friendly compensation so I could still get this money back. I almost did not believe it because the car company already said no. I did not expect the platform to use their own money to cover this. After I confirmed a few times I agreed with this plan. During the next days they kept sending me updates. They asked me if I got any notice and if I had other questions. I could feel that one person was always watching this case for me. It was not like they disappear when I stay quiet. So even though I was still a bit worried I was not in panic. When the refund finally went back to my payment account I thought about those messages I sent before when I was emotional and I felt a little sorry. From the moment I found the extra charge to all the checks of the contract and then the final compensation this whole thing was quite stressful for a foreign visitor like me who rented a car in Europe for the first time. Without this kind of follow up I think I would have given up and just taken it as a bad lesson. After all this they also reminded me that when I go to the UK to rent a car in July I must check every fee clearly before I sign and if I see anything strange I should contact them at once. I feel that they did not only want to finish this one refund but also wanted to protect me in the future. As a traveler in another country this feeling of being looked after is very important to me and it makes me more confident to book through the same platform again.
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