Booked rental 5/24/2021, Chicago to California. Price quoted time and distance 744.35. Took the trip with my husband and my 80 year old mother. Turned the car in July 24 charged 641.72. Next day after arriving to NJ we saw another charge for 1410.84, this charge overdrew our account so we immediately called 7/25 & 7/26. He received a return call from Gretchen and a credit of 236.62 for a toll device that we did not take. He explained we booked the trip based on the time 2 weeks and 2 days and distance from Chicago to LA., which would either be 2031 miles or 2400 miles if it's a 150 miles a day. and .25 charge for each additional mile. We were charged 3802 miles. My husband called again on Wednesday 7/28, spoke with Gretchen again who said she was meeting with a supervisor on the 7/30 at 1pm and she would get back to him to let him know what could be done. No call! I in turn called our bank to file a dispute for the 1410.84, they received no response from National so unfortunately they asked us to deal with the merchant. So, on 8/27 I called and spoke to Kia, then she transferred me to Velvet from the Escalation department, who I once again explained this entire situation, only to be told the contract states this and she would escalate it. See also stated that the contract you pay for every mile. But I asked her why the contract says only additional miles? Couldn't give me an answer, just more run around. So, guess what today 8/28 my husband received a call from Gretchen, after almost 30 days. So, I called her back this morning only to be told this is a corporate rate and she has already called and told my husband and apparently he doesn't understand. So, as I explained to her she said we had the rate because of a van, the rate was for a full size vehicle. Rental agreement has a code and she would try another; but that my husband should get with his company to go over the contract. So, I asked her about why the call after almost 30 days, it's only because I called and escalation prompted this call, not because she was following up as indicated in July. I also asked about the time and distance component on the contract, she said the distance means nothing. It's just time, so the contract states distance; but no distance is involved even though we traveled from Chicago to California a one way trip. So why notate the distance if it has no bearing what so ever. Then I asked about the additional mileage charge, she told me we had Zero mile period. But on the bill it is listed excessive distance charge????? But we have no excessive distance charges listed on the contract from May? Gretchen response was that's a lot of miles to put on a car so that would be the charge. But when we booked the one way trip states from point A to point B. What's excessive would be after I reached my destination 2031 miles or 150 miles a day 2400, then charge the .25 cents. Instead, we paid daily for time only according to Gretchen, even though it say time and distance and then additional mileage would be above and beyond the listed destination. How else would you get to location without miles? So either a daily rate, with excessive after the suggested miles from point A to Point b and then pay for over that. So, in speaking to her she already indicated she gave us a credit for the 236, however, that wasn't any type of credit, it was deserved or owed back to us since we did not take a toll device. She offered a one time 100.00 credit, which to be fair my account is overdrawn by 1410 and 200 in fees, so what will 100 do? So, 100 compared to a 1400 charge that we were not expecting, how if you are trying to help or assist a customer will that help or assist me? She stated she would make the dispute closed and that I refused the 100, I told her fine. She stated it's our error, not National's. I explained we had a budget and now this is causing a hardship, she wasn't interested and she continued to state that I just wasn't getting it, she understood my philosophy, but the corporate rate is the corporate rate, there is nothing more that can be done. I told her that as far as Customer Service goes she was awful, there was not one ounce of compassion. So, I will continue to reach out to National and Corporate with my dispute. Maybe I won't get a different outcome; but the email confirmation of the contract or guidelines and what happen to us, do not line up. So, maybe someone with a modicum of kindness or courtesy for their customers will actually do something to a help with this financial hardship. Thank you, Christine Scarpulla [protected] confirmation number