Europcar Double Charged Me for Austrian Toll and Ignored My Complaint

In November 2024, I rented a car from Europcar at Munich Airport in Germany. I drove the vehicle to Austria and back. After my trip, a toll charge related to the Austrian highway crossing was sent to my email, but I never received any SMS or notification on my phone. Later, I noticed a block placed on my İşbank account. When I checked my email, I saw the invoice and the payment link. I immediately paid the amount through Europcar’s website.

However, after that, the bank lifted the block, but Europcar still went ahead and charged the same amount again from my bank account—resulting in a double payment. I called Europcar’s customer service in Turkey, but they told me to take it up with the office in Germany. I sent a detailed email explaining everything and requested that they review the issue in their system, but I received no response.

To make things worse, they closed the case as if it had been resolved and sent me a customer satisfaction survey—without actually doing anything to address my complaint. I chose Europcar specifically because I believed they were a large, reputable company that would support me in case of problems abroad. Unfortunately, that hasn’t been the case at all. I still haven’t received a refund, and no one is taking responsibility. I urgently ask Europcar to refund the duplicate charge and properly follow up on my complaint.