booking reference number: [protected] Pick up location: Dulles Airport (IAD) On July 28, 2019, I planned to pick up a car at the Thrifty car rental at the location above. When i arrived, I realized that my drivers license had expired ON THAT DAY and was therefore not able to rent the car. I used your website to "manage" my booking; however I was not able to re-book on line and was forced to call you number. After waiting for a VERY LONG time, I was able to speak to an agent on the same day, July 28, 2019. She informed me that she would try to arrange a refund and that I should see an email within 24 hours and a credit to my credit card account within 5-7 days. On August 1, 2019, after not seeing the email, I called again and had to wait a VERY LONG time again. I told the agent the same issue and was assured that I would receive an email and a credit. I again did not see an email nor a credit to my account. On August 4, 2019, I AGAIN called and had to wait a VERY LONG time, about 20 minutes. The agent told me that the computer system was down and she could not do anything. She told me to call back again later. Today, August 5, 2019, I AGAIN called and had to wait for a VERY LONG time, over 24 minutes. I finally hung up to not wait any longer . The email confirming a refund nor a credit to my account has shown up. PLEASE TAKE ACTION ON THIS ISSUE IMMEDIATELY. I hope and expect better service from such a reputable company; however if not, then I will take further actions. I look forward to hearing from you immediately. Michael Curtis