Hertz Düsseldorf Airport Charges Extra €228 on Prepaid Booking.com Rental

On July 23, I went to pick up the vehicle I had previously reserved and paid for via Booking.com at the Hertz office in Düsseldorf Airport, Germany. Instead of the vehicle I selected in my reservation, a different car was provided, and I believe my lack of foreign language skills was taken advantage of. Although I gave no explicit consent for any additional services or extra fees, I later noticed on my bank statement that an extra €228 was charged to my card.

I had already paid the cost of the vehicle through Booking.com; therefore, I consider this additional charge unauthorized and unfair. Due to my language barrier, I was not adequately informed during the process, and I feel the customer service representative took advantage of this situation to my detriment.

I demand that Hertz refund the entire €228 charged to my card, taking into account my existing reservation and payment via Booking.com, and provide an explanation as to how this erroneous charge occurred. Furthermore, to prevent similar hardships, I request that a more transparent and clear communication process be established for customers who do not speak the local language.