Unjustified Post-rental Charge From Europcar

I am writing to file a public complaint against Europcar Türkiye/Faz Oto Kiralama regarding a rental in Istanbul that was fully prepaid, fully insured, and free of incidents – yet resulted in unjustified post-rental charges of EUR 215.62 with no documentation whatsoever. Reservation details • Rental Agreement No.: RIST-026-NRPT0W4 • Driver: Jing X*** • Pick-up: Istanbul Airport, 15 August 2026, ca. 16:21 • Return: Istanbul Vadi, 21 August 2026, ca. 16:45 • Prepaid: full rental fee + full insurance • Pre-authorization at pick-up: EUR 180 (HGS highway tolls only) • Final post-rental debit: EUR 180 (full pre-auth captured) + EUR 35.62 additional charge = EUR 215.62 (more than half of the rental price) Already at pick‑up at Istanbul Airport, basic procedures were not followed. The agent did not conduct a vehicle inspection with us. He showed us a few photos he had taken on his own beforehand, asked us to sign, and there was no proper walk‑around, no damage log completed together with us and no briefing, which is contrary to standard industry practice. In addition, the fuel level did not appear to be full, as the on‑board display showed about 600 km range at pick‑up, compared to over 800 km after we refuelled the car to a full tank later. At return at Istanbul Vadi on 21 August, the service failures continued. Our booking is clearly to return the car in another place, which was already paid for, yet the staff at Istanbul Vadi initially had no record of our return, refused to accept the vehicle and claimed the office “merely carries a Europcar sign”, asking us to arrange the return with the pick‑up branch. Only after we produced our booking confirmation did the staff call for verification and finally agree to accept the car. When we asked about the final settlement, they could not give any answer and referred us back to the pick‑up location, which showed a complete lack of coordination between locations bearing the Europcar name. For more than eight days after the return, there was no settlement and no communication from Europcar about any charges. Only after I sent a written inquiry did Europcar act, and the very next day they captured the full pre‑authorisation of EUR 180 plus an additional EUR 35.62, totalling EUR 215.62, without any itemised breakdown or clear justification. I received an e‑archive invoice notification email, but the link provided does not open, so I cannot see what this amount is supposedly for. Despite my request, I did not receive any explanation for this charge.I additionally reached out to the third‑party booking platform to request the itemised charge breakdown, yet this request has remained unanswered for over ten days.Based on our actual driving during the six rental days, we are confident that our real HGS tolls were well below EUR 180. The full pre-authorization capture plus an extra debit looks like an arbitrary deduction, not a transparent settlement. Given the improper handling at pick‑up and return, the lack of communication for more than a week, and the subsequent capture of EUR 215.62 without any breakdown, I consider this amount unjustified and the overall service very poor and unprofessional. What I request 1. A complete itemized statement of the EUR 215.62 charged, including the underlying HGS passage records (date, time, toll plaza, amount for each crossing) and any service/administrative fees; 2. A valid, accessible invoice; 3. A refund of every euro charged in excess of the documented actual costs; 4. A written explanation and apology for the pick-up and return failures described above; 5. A goodwill gesture proportionate to the overall experience. Evidence in my possession (will be uploaded to this complaint as attachments): •1.Booking confirmation (include third‑party platform&Europcar Türkiye/Faz Oto Kiralama, showing prepaid rental, full insurance, one-way return); • 2.Card statement showing the EUR 180 pre-authorization and the subsequent EUR 215.62 debit; • 3.Screenshots of my written inquiry and your settlement email (including the non-functioning invoice link); • 4.Photos of the vehicle and any other evidence from the rental. I expect a written, substantive response within 7 days.