I Face One-Year Refund Delay From Booking.com and Enterprise for Car Damage Fee

On September 30, 2024, I rented an Opel Astra through Booking.com from Sarajevo Airport. I returned the vehicle at the same location on October 3. After returning the car, I was informed that a small dent on the door had been found, and €530 was charged to my credit card as a damage fee. The staff told me that this amount would later be refunded under the insurance coverage.

My reservation number is 740270282. The payment was made using my QNB Finansbank credit card, and I have all the related receipts. Over the past year, I have contacted Booking.com customer service multiple times via message, email, and phone. I also reached out to Enterprise’s international branch in person, and submitted a written request to Enterprise National in English. They asked me for additional documents such as the driver’s name and the damage report, all of which I provided completely. However, each time I received the same vague response: “We’re reviewing the matter, we’re working to resolve it,” without any concrete action being taken.

It has now been one year, and the €530 charge has still not been refunded, causing significant financial loss. I request that the unjustly withheld amount be refunded immediately and that this prolonged issue be finally resolved.