Update by user May 10, 2020 Despite rejecting my refund request and even disputing the chargeback on the premise that I gave them my credit card info which makes me liable for charges (apparently even other people’s charges, who apparently drove away with my reservation that I tried to cancel), they ended up giving me a refund that went unnoticed in October. Original review posted by user Apr 10, 2020 I was supposed to be in DC over the Labor Day weekend. My outbound flight was cancelled and I never made it to DCA. I called in the night before to cancel my car rental (because I couldn't do it online, some technical error or due to the lateness of the request) and was told (by two different representatives) not to worry as it would just fall off. Instead some stranger picked up a reservation (same car, perhaps?) and it was billed to me. I even got SMS notifications of the car being returned and a receipt. This is bad enough but the absolutely worst is how Budget's customer support has done nothing but gaslight me and make it sound as if it's my fault that my credit card number is part of my profile. Wait, why would you use my profile for someone else's rental? So they absolutely did not check identity or proof of payment and let someone drive right out the lot and charged it to me. That is not only incompetent but borderline criminal. ... and it bears repeating, they take ZERO responsibility for this. UPDATE 2020/04/15: Despite their several email communications that they were not liable, as well as their statement to my credit card company that since my card number was part of my renter's profile I was liable for any charges to my account, they apparently issued a refund on 2019/11/08 which went unnoticed. I'm not sure what finally made them see the light. Still, someone drove off the lot with a rental (that I did everything in my control to cancel) that was charged to my account. That's scary! User's recommendation: Do not trust Avis/Budget Group (includes Zipcar) with your credit card informati.