I returned my VW Polo rental car as agreed on July 8, 2021 after a 4 year rental contract and collected my new car, a Skoda. An exercise that you would think is quite straight forward; Return, check mileage, sign papers for the new one, pay deposit for the new, get refund for the old one etc. But no. When on July 26 (mail from Rafaela Furlan) you asked me about the mileage of the VW the first alarm bell rang. You ask the client for this!? Luckily I had made a note of it when I returned the car. Then on August 12 €299, 88 + €357, 43 was taken from my account without any notification/invoice. I got hold of David Ruiz from my branch in Mijas Costa who helped me and found out that you had made a mistake and that the money would be returned in a couple of days. The money was returned on August 16 but without any communication, let alone apology. I consider this action a theft. What gives you the right to just take money from a client's account? It's totally unacceptable as far as I'm concerned. And to be able to pay my bills and taxes I had to transfer money from a saving account which is very lucky that I had. And then it went on and on with demands sent by SMS, e-mails and phone calls and there were never any information/details or amount what they wanted from me. I had no idea what the demands were all about?! And most importantly, I want to share how offensive the communication was, almost a bit threatening and made me feel like I had done something really wrong. I felt chased for no reason. We are now in mid September and this saga is still going on. I get demands more or less every day and I reply that I don't know what you are talking about and please can you explain. But my questions are basically ignored. And ironically, as far as I'm concerned you owe me money for unused mileage and July rental fee after I had returned the car. How difficult can it be to administrate a task like this? It's unbelievable that a company of this size and significance can make such a mess of something so simple AND treat a client like this. At the end of the day you are nothing without your clients. I trust that someone will react to this and make sure that other clients won't be treated as badly as I have been. Regards Charlotte Jones Sievers [protected]@lingotranslations.com 9027 Calypso, Mijas