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In December 2024, I booked a rental car with ACE via EconomyBookings (Booking No. B54980568). Upon arrival, ACE refused to give me the car due to their internal policy limiting rentals to 28 days. My booking exceeded this, so I was denied the vehicle—despite having paid the full amount in advance.
Since then, I have called EconomyBookings multiple times and written several emails. Each time, I receive standard responses like saying the case is under investigation, or chargeback investigation with the bank. Direct questions are ignored. However, nothing has happened for months.
When I called again recently, I spoke with Franzisca, who told me she’s just an operator and that it’s “company policy” that refunds can only be processed through the bank—even though that makes no sense, since they could just refund the money to the same card. She couldn’t explain why this is their only option, nor could she transfer me to someone in the chargeback department or provide a written statement explaining the situation. I was essentially told that I have no way to speak to someone who can actually resolve the case, and no one is accountable.
When I kept asking what I was supposed to do to get my money back if the bank route was not possible, Franzisca hung up the phone on me. That’s how they handle customers who simply want answers and their rightful refund.
On top of that, the credit card used belongs to a friend I can’t contact right now, so the bank route is not an option. That leaves me completely stuck—with no refund and no proper communication from EconomyBookings.
I want my full refund. ACE confirmed that I should receive it. EconomyBookings keeps hiding behind vague policies and passing responsibility, even though they were the platform that took my money. This is unacceptable customer service and I will escalate this legally if needed.
Claimed loss: $2205
Desired outcome: Full refund
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Dear Alex,
Thank you for your response. However, your message does not reflect the full and updated reality of this situation.
As you stated, you initially denied the refund due to the car rental company (ACE) rejecting the chargeback. That may have been true early on—but it is no longer the case. As of early March 2025, ACE officially confirmed that they approved the refund and agreed to pay the money back to EconomyBookings. Therefore, your basis for denying the refund is no longer valid.
Despite this, I have still not received my refund. You continue to insist on routing the refund through the original card, which belongs to a friend I no longer have contact with. This makes the bank route impossible. I have explained this multiple times, but instead of offering a reasonable alternative, such as issuing the refund to another bank account in my name, I’m repeatedly met with vague deflections and unhelpful answers.
If the funds have been returned to you by ACE, then it is EconomyBookings’ responsibility to refund them to me—the customer who paid. I should not be penalized for a policy that ignores common real-world circumstances, like no longer having access to a third party’s card.
I am again requesting that my $2,205 refund be issued to me directly—via a method that does not involve the original cardholder. I am happy to provide the necessary banking details or sign any documentation you require to authorize this transfer.
If you are unwilling to resolve this appropriately, I will pursue this through legal channels and consumer protection authorities.
I await your prompt and practical solution.
Sincerely,
Jennifer
Dear Alex,
Thank you for your reply and for confirming that the refund was processed to the original payment method. I appreciate the update!
However, since I haven’t had any contact with the cardholder and cannot confirm whether the refund was actually received or processed on their end, I kindly ask that you send documentation confirming the successful processing of the refund to my email address.
Specifically, it would be helpful to receive:
- The exact date of the refund,
- The exact amount,
- And a receipt showing that the funds were transferred back to the original payment method.
Thank you in advance for your help, and I look forward to hearing from you soon.
Sincerely,
Jennifer
Dear Alex,
Thank you again for your reply and for confirming that a refund of $2,197.83 was issued on 05/15/2025.
However, I noticed a significant discrepancy that I hope you can clarify. In your earlier message dated 05/29/2025, you stated that:
“The refund from our side was denied as well.”
This directly contradicts your most recent message confirming the refund was successfully issued on 05/15/2025.
To resolve this situation clearly and professionally, I kindly request the following:
-A receipt of the refund transaction dated 05/15/2025,
-The last four digits of the card refunded,
-The payment processor’s transaction ID (or any traceable reference).
Given the conflicting information and the fact that I cannot reach the cardholder at this time, I must ask for this documentation to be sent to my email address. This is the only way I can confirm whether the refund has actually occurred.
If you are unable to provide this directly, I would appreciate you escalating this to someone who can.
Thank you for your cooperation. I am simply trying to verify that the refund I was promised has truly been completed.
Sincerely,
Jennifer
