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Customer Booking Reference Number: [protected]
Rental Agreement: [protected]-2
Airport Pick Up: Alicante Spain
Date: 25/08/20
To Whom it may concern,
FIREFLY who is owned by HERTZ Car Rental have taken £332.78 From my credit card after I arrived back home in the UK - 2 Days after I returned the car back to Alicante Airport.
The Payment seems to be for additional car insurance with the car hire company FIRFLY. A cost that Ryanair have since told me was optional but we were not given the option at the time of collection. It was not explained to me that this was an option or that we would be charged additional money. We had already paid RYANAIR the rental car cost and insurance cover on the 21st August 2020 when pre-booking the car. Why would I agree to another additional insurance cost with firefly if I had already bought insurance cover? We questioned the person on the desk at the time of pick up of the car, we asked them to make it clear to us that there was definitely no other charges as we had already paid the hire car cost and insurance - he said no there was no other charges. We were concerned about some of the figures in the right hand corner that was titled estimated charges - as this didn't make sense to us - the man assured us that there was nothing else to pay and he made it out that this was a holding fee on my card NOT AN ADDITIONAL INSURANCE OPTION. He didn't ask us if we wanted additional insurance, he disguised it as a holding fee that would be put back onto the card. We were not made aware about any options for additional insurance or that we would be charged it or could opt out of this on the document. IT WAS A PRE-PRINTED FORM! We had already paid for hire car insurance with Ryanair (Which can be seen on my statement and firefly was aware of this) It should also be highlighted that this charge of £332.78 was also not made until after we returned the car and left the country - This equating to 20 days after we picked the car up from Firefly. How can insurance be charged after the event? This is obvious Fraud and deception ! We have since found whilst looking on trustpilot.com that this is a regular occurring scam and that Firefly have conned hundreds of their customers by charging credit cards after the event for insurance they didn't agree to
This is clearly FRAUD and ROBBERY
I was given a pre-printed document to sign that had no options for extra insurance cover. I was deliberately manipulated by the FIREFLY representative to sign that document. I was told that the figure of 358.66 euros was a holding fee on my card in the event that I didn't bring the car back - NOT an extra OPTIONAL insurance that would then be sneakily taken from my card days after the event! I questioned this figure multiple times and the firefly representative assured me there was nothing else to pay as I had already paid for the rental and had my insurance with Ryanair.
Can you tell me why insurance would be taken days after the agreement has ended?! It's completely obvious to me and many innocent customers that this is pre-meditated fraud on behalf of Firefly Car rental. You deceive customers into thinking the figure on the sheet is a holding fee and will be released when really, it's a lump sum of money that has been taken days after they leave the country and arrive home.
I did not agree to extra insurance with Firefly, I already had insurance with Ryanair, I questioned the document that I was given to sign and then I was lied to
Do you understand that this is Fraud? dishonesty and robbery?
I am not letting this go until I am given my money back in full
I have left reviews for Firefly warning other customers of your fraud
I wait for your response and my refund of stolen money
