GoldCar Rental
reviews and complaints

Please see below communication which speaks for itself. No response received so far. Please resolve !

Thanks in advance.

Kind regards,

Roger Brands

tel: + 31 6 [protected]

--------------------------------------

Dear Sara,

Could you please respond ?

Kind regards,

Roger

Van: Roger Brands [mailto:[protected]@gmail.com]

Verzonden: donderdag 28 april 2022 17:25

Aan: [protected]@goldcar.com

Onderwerp: FW: RA [protected] GFA 2917236 PLATE AH35EV

Dear Sara,

I am a frequent user of GoldCar in Portugal and so far have been satisfied with your services. However, I need to file a complaint here since the service received from GoldCar yesterday and today is truly disappointing. I have 3 complaints

Complaint # 1

Yesterday morning I was supposed to collect the car at GoldCar Faro Airport location at around 09.30 hours for a business meeting at 11.00 hours in Sao Bras. Not only was my EasyJet-flight from Amsterdam delayed but I stood for more than 30 minutes (!) in line for your office despite only 2 customers waiting in line and 5 persons behind the desk who appear more busy with chatting and other things than serving clients. While being served, there were many questions posed by the employee (insurance, driving on toll roads, charges because not ‘full = full [see below], etc.), questions which are already or could have been posed in the online system while applying for the rental car. This takes extra time, effort and irritations, which is not needed.

Complaint # 2

Then I got an additional charge of around EUR 26 because apparently I did not select ‘full = full’ of which I was not aware (I always get the car with full gasoline and return the car with full gasoline). This was first time ever I got this charge.

a. Checking my reservation (apparently I made a mistake although I filled in the forms similar as in the past), I could not find any reference that I did not select the full = full option. So I am confused. Please see attached the confirmation received from you and please indicate to me what I did wrong although nowhere it says that I did not select full = full.

b. If I would not have selected full = full, why not charging this amount when making the reservation and why separately charging this to me when picking up the care in a situation that I am in a hurry. To me, it sounds as an unfair treatment of customers who are in a hurry and are not able to check there records due to time pressure. Please explain.

Complaint # 3

While picking up the car, an employee (A) is checking the car. We expect that this is done is a proper and correct way. This car had many damages (9 in total !) but since I was in a hurry I am not going to check what the employee A is doing and just sign off assuming this person is acting in good faith.

I have used the car less than one day, I drove to Sao Bras and parked the car at the office and later on at the hotel. I am not aware of any collision, damage or anything else, since driving in Algarve is easy without a problem and I have not noticed anything concerning the car. So I was very, very surprised that another colleague (B) this morning pointed out some damage on the bumper which apparently was not identified by employee A yesterday. I cannot say anything about this since I was not aware of anything what caused this damage. Of course, something might have happened when I was not with the car but I cannot say anything about that. My wife, who was with me, can confirm all of this.

However, I cannot exclude that employee A may have missed this while putting 9 damages (!) on the form and, as I said, I am not going to check your colleague A assuming he works correctly. I suggest you to check earlier damages forms related to this car, while previous persons rented this car and you may then also see the damage of the bumper of this car appearing on the damage-form.

As a summary, I am not able to fill in the collision form since I am not aware of any collision or damage which occurred during the period I was in the possession of the car.

Final remarks

Since I have bought some property in Algarve and I (together with family members and friends) will be more frequently visiting, I was thinking to become a member of the GoldCar-family given that until yesterday the service was good. However, given the above complaints, I may reconsider this action and move to competitors. I hope your response will not force me to do so.

If you are not able to deal with the above and will come back to me with the standard reply (‘I feel sorry for you but you need to pay’), please escalate and transfer this to your superior and/or management of GoldCar for further review and response, while taking my interests seriously.

With kind regards,

Roger Brands

International Tax Partner

Gustav Mahlerlaan 2970, 1081 LA Amsterdam, The Netherlands

Office +[protected] | Mobile +[protected]

www.deloitte.com

Van: A.Faro [mailto:[protected]@goldcar.com]

Verzonden: donderdag 28 april 2022 11:00

Aan: [protected]@gmail.com

Onderwerp: RA [protected] GFA 2917236 PLATE AH35EV

________________________________________

Dear Mr. BRANDS,

After checked your vehicle this morning at Goldcar Faro carpark, was notice new damages on it (as you can see in photos attached):

• SIDE BUMPER SCRATCHED (FRONT RIGHT SIDE) - 132.47€

We need your version of what happen, we attached the accident report to be filled in on the

paragraph's :

 1. Date

 2. Place

 4. Property damage

 9. Driver information

 10. Indicate by an arrow the point initial in

 11. Visible damage

 12. Circuntances

 15. Signature

Then on the 2nd page the paragraph's:

 4. Version about what happened

 5. Policy involved or not

 12. Signature

Could you please be kind to fill it in and sign, and send back to us as soon as possible to open the incident.

The damages regarding to your booking is NOT covered with CDW cover included on your contract.

We have attached in this e-mail the version in english for you too understand what is written in the declaration, but please, fill the portuguese one.

Kind regards,

Sara

Goldcar Faro Airport

A.Faro

-

Tel: Ext: Móvil: Fax:

[protected]@goldcar.com www.goldcar.com

__________________________________________________________________________________________________________________

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I booked a car for a total amount of 129.96 EUR and now see that I have been charged 336.77 EUR on top for services that I never requested. your office at the pick-up told me that this was the deposit and did not notice it on the spot, but now see that it is a bunch of extra charges that I never accepted. Car upgrade that I never requested, additional cover Super Relax and Maga Relax that I never requested, additional rental fee ( 98.18 EUR) never communicated prior to renting the car. These practises are not in line with the European commercial trade rules and well match with "unfair commercial practise" that is adopted by the EU Directive (EU) 2019/2161 of 27 November 2019 on better enforcement and modernisation of Union consumer protection rules. All in all, the price jumped from 129.96 EUR to 466.73 EUR without any information, even worst the Goldcar agent at Fuerteventura Airport told me that this was a deposit that I will get back, and therefore they should credit back my account for 336.77 EUR.

It happened the 23rd April 2022.

Goldcar unlawfully withdrew 350 euro from my account 1 month after my booking had finished. I had returned the car exactly how I received it and with a full tank of fuel. When I called to ask about this they said it was for damage but the only damage that was on the car was their prior to my booking and it was in the damage report. I had not received any prior warning about the supposed damage. The lady working on the desk, Suzanne, said they had sent out an email to me but when I asked her for the email address it was sent to she gave me a completely wrong email address which wasn't remotely close to mine. Even though I had booked with that email address?

She then put me on hold without resolving it. When I called back another guy said I have to go through customer services.

From the detailed accounts of other customers experience, there is a strong legal case here for complete misappropriation of moneys which will be brought to the court. Goldcar cannot continue operating like this.

I would like the CCTV footage from the car lot of where the car was parked.

I rented a car with Gold Car from Malaga airport on 10 April. I already have my own insurance but was told that unless I had a credit card for a deposit (which I don't) I would have to pay 200 Euros to take out their insurance. I asked why this couldn't be taken from my visa debit card as a deposit, but was told very rudely that this was not possible. I very reluctantly paid the 200 Euros and then when I had time, later on I read their Ts and Cs, which clearly says that a visa debit card is suitable for a deposit. I am now trying to lodge a complaint but am finding their website is not very helpful.

I will be prepared for this scam next time, but I thought it would be good to warn others, I was not the only one at the airport being forced to take out insurance I don't need.

VERY BAD PRACTICE!

On 23 September 2021 I purchased my usual Annual Car Hire Excess Insurance policy to cover all of my car rentals.

On 2 October 2021 I made a car rental booking through the Goldcar website and prepaid the full amount of €64.61.

On 25 October 2021 I picked up the rental car at Barcelona Airport Terminal 1 providing my prepaid car rental voucher, credit card and Irish driving license. As usual, the girl at the desk asked if I required extra insurance and as usual, I replied no, I did not. There was no further conversation, no further interaction between us so as far as I was concerned, the girl was taking the usual car rental deposit from my credit card and when she put the contract in front of me and asked me to sign, I did not feel I needed to check she was not trying to extract money from me. She did not point out that she was taking anything more than the usual deposit from my card, she did not show me anything that she had done so I had no reason to suspect that I should not trust her. If she was intending to sell me further insurance surely she is obliged to tell me how much an extra insurance would be and how much she was taking from my credit card? But all she did was asked me to “Sign here”, then she handed me the car keys.

As arranged, I dropped the car back to Barcelona Airport on 1 November 2021.

Later, on checking my credit card I noticed that I had only been refunded an amount of €76 rather than the full amount of €239.90 taken, so I went online to Goldcar to find my invoices. The invoices were not itemised for the car rental the first quoted the amount taken for car rental was €248.77, the environmental contribution was €2.89 and IVA was €54.85 making a total of €304.51, the second simply quoted the amount refunded as €76. I had prepaid in full at the time of booking so the amount refunded should have been the same as the amount taken when I collected the car.

I filled in the Goldcar online complaints form.

The response I received on 26 November 2021 itemised the amount taken showing that they had taken and refunded a fuel deposit of €76, but, despite the full prepayment of my car rental and my decline of any extra insurance, the girl at the desk had taken it upon herself to add items of insurance to my contract and not inform me that she was doing so.

I replied stating that I had clearly told the girl at the desk I did not need anything extra because I was already covered, that she had not made me aware of what she was taking from my card and I had no reason to suspect it was anything more than the usual damage and fuel deposit. I sent them a copy of my annual Car Hire Excess Insurance policy in case they needed proof that I most certainly did not require any further insurance.

There was no reply from Goldcar despite my follow up emails on 9 December and 17 December 2021. On 7 January 2022 I went back to their website and looked again for my invoices to see if there was anything to show they were refunding the rest of the amount taken, however, my account no longer shows any invoices available and only shows my fully prepaid car rental booking of €64.61. I completed their online complaints form with details of my three emails and received their automated reply but nothing more.

I then made an official complaint to Avant, my credit card supplier and they opened a dispute. However, Goldcar rejected the chargeback quoting that I had signed the rental agreement!

I consider this to be outright deception and trickery on the part of Goldcar and their rental agents. What comeback do I have for the rental agent, (named on the contract), conning me by placing a contract in front of me and asking me to sign my name without telling me or showing me what monies she is taking from me after I have already said I did not require any excess insurance? She did not specify an amount she was taking, she did not ask my permission to take money from my credit card to cover insurance that I had already declined, in fact there were very few words spoken between us with the Covid glass screen and masks. Surely if she is selling me extra insurance she is obliged to tell me how much extra per day that insurance would be? There was no such conversation. Surely she is then required to give me a figure to say this is the total extra insurance will be? There was no such conversation. My car rental was fully prepaid, when she put the contract in front of me and asked me to sign "here", I had no reason to suspect that she was doing any more than taking the normal security and fuel deposits so it appears they are saying that I should never trust a Goldcar rental agent and it is up to me to translate a document and all the terms and conditions in a different language just to make sure that Goldcar are not trying to extract money from me even when I have already declined any further insurance?

Even if I do not want to make an issue about the inappropriate behaviour of the obviously commission orientated Goldcar rental agent, at the very least, as per the European Consumer Action, the following concerning Goldcar and other companies about what should be clearly indicated before the consumer signs up if additional insurance is purchased, was most certainly not fulfilled.

https://www.eccireland.ie/five-car-rental-companies-pricing/

• Make clear, in the price offer, the price and details of optional extras, in particular for insurance waivers that reduce the amount due in case of damage. What is covered in the basic rental price regarding damages and notably what the driver may still have to pay should be clearly indicated. If additional insurance or damage waiver is purchased, what is or is not included should also be clearly indicated before the consumer signs up.

I am writing to you to respond to your false claim that the car we hired from you was in an accident whilst it was in our care and to detail what I can only describe as a total scam on the part of your company operatives. I have already contacted and reported this incident to the ECRCS, ECC-Net and the citizen advice bureau in Spain. I will be sharing this experience on social media and contacting key media outlets to ensure that you are not able to continue to subject your customers to this kind of fraud.

Please find details below of our experience.

Collection of the car from Alicante Airport upon arrival: time 2pm on 29th March 2022

- We were made of aware of some damage to the car and photographed those areas. This damaged was obviously caused in a previous accident from the position and type of damage.

- The car park area was very dark to the point that you can see in the photos that were taken it needed night mode or a flash.

- We examined the rest of the car and it was not possible to see any smaller scratches in the paint work on the rest of the car as the area was so dark.

- The car had been cleaned and polished.

Return of the car to Alicante Airport before departure: 9am on 1st April 2022

- The area of the car park the car was returned to was very brightly lit. When taking photos, the phone camera did not need the flash.

- The car had a thin layer of sand over the bonnet due to a rainstorm 24 hours previously.

- The lady that inspected the car came over and went straight to a specific small area of the bonnet and rubbed an area clean to reveal scratches, in a swirling pattern (see images) that could have only been made intentionally or by someone using in appropriate cleaning methods.

- The two main areas of damage that were attributed to us were on the bonnet in a location that would unlikely be damaged in an accident and were clearly not scratches but scoured in the cleaning process.

- This damage could not have been made in the event of an accident or by an animal as suggested had happened whilst the car was in our care. The scratches were not done recently, and I challenged the lady on this.

- We raised this to the manger on site who refused to speak to us in English even though him and the lady inspecting understood exactly what we are saying.

- However, a charge of 674.07 euro will be applied to my credit card, even though wanted to dispute the damage with the manager.

- I have been sent a further email stating I have been in a car accident which is totally untrue. We were not involved in any car accident and we dispute this accusation.

- Please provide more detail of the car accident. Where it took place, what time, what date and what other car was involved.

- We will be reporting this case to the ECRCS and the citizen advice bureau.

- This charge has also been opened as a dispute by my UK bank and I will be following procedures to re-claim the money from you.

- There is a host of customers online unfortunately suffering the same experience, not just in Spain, but other EU countries.

I believe the is a fraudulent scam based on me not taking your expensive car insurance. The car scratches are hidden on arrival and then uncovered by your staff to allow you to extort money from customers travelling and spending money in your country.

I ultimately require the 674.07 Euro’s not to be taken from my account and refunded where appropriate. I honestly

Tim Romback.

Goldcar at Malaga airport, Spain, stole my rental deposit, claiming I had damaged the car, even though I have photographs proofing the damage was already there at pick-up which i immidiately presented them with .

Also they never reply on the customer service (giving themselves 30 days to respond, what?)

I find this company and there practices super dodgy

IDs:

CLAIM PACK 2873586

Order ID: [protected]

Yesterday, I returned a car that I rented from Marseille Airport in France for three days. I drove with this car from Marseille to Nice and I returned back after 3 days (I have the location history of all my trips in google maps). When I arrived at the airport, I had to drop the key at the desk of Goldcar, and run to catch the flight. They told me that they will close the contract later.

Now after a day I received an invoice (attached) that says that I have to pay more than 300 Euros for the extra kilometers. They claim that I drove more than 2200 Kilometers extra. I had 750 free kilometers on this rental, and I didn't even use all of them. I only drove about 550 kilometers with this car in my trip to Nice and return back. I trusted Godlcar and I didn't take a picture of the kilometers (this is not my first rental with Goldcar or other car rental companies, and I never need to take a picture of the kilometer of the car).

I called them, and they told me that there is no way to talk to the station in Marseille airport. I wanted to ask them to check the Kilometer of the car before they rent the car out again. But they didn't connect me to the station, and advised me to write an email to their central office.

I am totally frustrated with the situation, especially because of the amount of the invoice that is more than 330 Euros for a car that I rented out for less than 100 Euros. I will wait to see if they will solve this issue, and I hope they understand that when a customer trust them, they should also be responsible.

Hello, I rented a car from Goldcar Ibiza on January 04, 2022. I paid for the rental online for 128.09eur.

I did not take their insurance which they push so hard for as I have my own ´annual car rental insurance´. For that, they take higher than usual deposit, which is fine. However, when I returned the car on January 18, 2022, they tried to blame a scratch under the bumper on me, somethnin that all bumpers seemed to have, and something that would´ve been immpossible to check for damage at time of check-out. After a long discussion I agreed for the charge of 100.57eur to be taken out of my deposit for the scratch (which they call damage). Also, I was in a rush and did not have time to fill up the fuel tank, so I agreed they take a 50.00 penalty. I accepted these two charges, and I accepted and signed for the return of a deposit in the amount of 1,168.84eur.

This amount is clearly written on the invoice as ´DEVOLUCION´, which is spanish for Refund. They said that it could take up to two weeks to revceive the deposit back. Upon checking my UK bank, I could see the refunded amount of 1,168.84eur as expected, however, I could see that they actually took the amount out again. I have checked the invoice that they gave me, and it clearly shows the refund and charges that I agreed to, but then I realied that they had charged me for the rental again the amount of 128.09eur, which I had already paid online.

When I contacted them and asked about this, they seemed very nervous and shifty, and they said that this is normal practice with people who don´t take their insurance. I could not understand why, since it was all signed and agreed that I should get the 1,168.84eur back. I have contacted them again and I have filled their online claim form, and all they are saying is that they can see they´ve sent me the deposit, which is true, but they took it out again without my permission.

I started to read their online reviews (a little late I know), and could see that they have tried this with so many people. That they are actually scammers and they really go after people who don´t take their insurance.

I have contacted my bank, but of course there is a process which I am still waiting for. I really don´t know what can be done with these thieves and how then can be stopped.

So basically they´ve taken around 2,409 eur, and returned 1,168.84.

We hired a car from this company on the 22/1/22. We picked the hire car up from the Funchal office. We told Goldcar we did not want any insurance as we had a policy in the UK that covered the excess. We paid 252.59 euros which we were told was fully refundable on return of the car. This was payment for a full tank of petrol and to cover the excess. We returned the car on the 31/1/22. It was undamaged and had a full tank of petrol. Karolina was on the desk and she said we would receive an email and full refund within 2-3 days.

As I had not received a refund by 7/2/22, I telephoned Goldcar who then told me that I had in fact been charged full insurance for the car even though I had told the representative that this was not needed. Goldcar has acted in a fraudulent manner. The papers we signed were only in Portuguese, so we did not know this was for insurance, we were told that this was to cover the excess and was fully refunded with the fuel charge at the end of the rental period.

When we picked up the car in Faro Airport the employees did not check under the car. When we return the car the employee goes directly under the car and has found something wrong as he knew very well there was something here (from an other renting we suppose). We are sure not having made something that could hurt the car. We protest and asked the name of the guy and he smiled saying just David (which os obviously not his name).
They have charged us 163 € more than the price of the renting. It's a shame.

We rented a fully insured and without excess car with Goldcar through an intermediary with confirmation number [protected]. So far so good. But when we pick up the car at the Barcelona Terminal 1 airport, a woman (Maria Jose) attends us who tells us that we will be charged a deposit of € 237.78 that will be returned to us when we return the car. She tells us to sign on the screen (we can only see the space to put our signature and we cannot see anything else) and as we believe in her good faith we sign. Our surprise when returning the car is that they only return € 76 of the € 237 and we begin to see that they have charged us two extra insurances called super relax coverage € 64.88 + VAT and mega relax coverage € 16.53 + VAT without our consent and without having been previously informed. Apart from being an extra insurance that we did not need because we had already prepaid a fully covered / insured and without excess. That is why we feel like victims of a full-blown SCAM, where they have made us sign without seeing what we signed and without being informed of absolutely anything. Our contract number with Gold Car is [protected].

I booked the car in internet on Goldcar website. Booking No21217754.
I paid according contract 98, 70 € . On arriving in airport (Funchal Madeira 4th dec 2021) I was additionally charged for 299.93 € + 99 € . Totally 497.69 €. So 5 ! times more then contract value! Even 99 € - fuel deposit as I understood was not returned until now (car i had return was with full fuel tank - have Photo and video fuel indicator and car condition in airport, when return car)

Place of rental : Aeroporto de Madeira - Funchal
9100-105, Santa Cruz, Madeira

A new Renault Clio (2500 kms) collected from Faro Airport last Saturday 27th Nov.
had a faulty fuel gauge which I failed to report.
On filling the tank at Faro airport on 1st Dec. I had to fill it 3 times to ensure that the fuel level was actually visible in the filler tube.
I explained all this to the return attendant and foolishly gave him the fuel receipts with taking photos.
The following day I received a bill for 61 euros, (50 fine and 11 fuel)
The faulty gauge was probably engineered
The top up bill definitely false.
I have asked Autoeuropr, the broker to stop using them and I will never use either, again.
Interestingly, I paid a 1200 euro deposit against possible damage, as I decline their insurance offers (10 euros a day and 350 euros excess) so I am over the proverbial barrow.

I would like to file an official complaint against the company. We booked a car though Do You Spain and pre-paid for a car (Booking Ref: DYS-[protected] ) with platinum insurance offered through Do You Spain.

On arrival at the Fuerteventura Airport, we were told that they did not accept any other form of insurance and charged us an additional 430 euros. They also downgraded the car we paid for to a fiat 500.

The total cost was just under 1000 euros for a two weeks hire, double what we originally paid.

Dear Sir / Madam,

I am writing to you to raise an issue about: Goldcar Car rentals - Majorca Airport

Booking reference number [protected]
Contract number [protected]

The issue that I have experienced was: Booked car and paid upfront £97.47 on 9th September.
Took out annual independent excess waiver policy with Insurance 4 car hire on 25/9/21(see attached policy document).
Collected car from Majorca airport on 26/9/21 for 7 days.
Desk agent did not ask any questions regarding the addition of extras.
He asked me to pay 346.31 Euros and said that that this included the deposit and fuel deposit. Return like for like, full. He never mentioned the word insurance once!
I paid and he asked me to sign in a box on a digital pad for the car. I was not given the chance to see the contract before signature and assumed all of the money paid would be returned if I returned the car damage free and full of fuel.
The paper contract was handed over inside a gold car folder.
I returned car on 3rd October and quickly received an email from goldcar confirming no damage by me to the car.
On the 5th October, I received a refund credit of the equivalent of 119 Euros. I did not understand why I did not receive the full 346.31 Euros refund and upon examination of my contract, found i had deceptively been charged 227.31 Euros for 3 extras (mostly Super Relax and Mega Relax cover). See attached photo.
I have tried to contact Goldcar several times today to complain but thus far been unsuccessful.

It occurred on: 2021-09-26

This meant that I have been deceived by the desk agent.
If asked, I would have course declined the extra insurances as I had my own independent policy.
I have been cheated out of 227.31 Euros

I would like Goldcar to refund me the 227.31 Euros.

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.

Yours faithfully,

Ian Dance

Booking reference number [protected]
Contract number [protected]

42 Priestfields,
Rochester Kent
ME1 3AE

We booked a car through your Website on the 8.8.2021 (Reservation [protected]) including „cobertura y seguro" and were charged through Goldcar the amount of EUR 66, 85, -

The day we collected the car we were not informed about additional charges and I signed once that I recieved the car without scratches. Now additionally you charged us EUR 170, 95, - at the day of arrival and transfer 68, - EUR back on the day of return.

Goldcar sent me two pages with the same signature which confirms that you have just one signature for two different procedures. One for the additional security and one that the car is without any scratches. I never signed any additional inscurance with you. It seams that your company used my signing just for an additioinal contract. Please explain this!

I rented a car between 03/07/2021 and 12/07/2021 with Goldcar/Rhodium. The original amount quoted was 798, 22€, the final amount charged was 1222, 38€. When I made the reservation, I had entered the exact details of the rental (pick up in Barcelona, return in Toulouse) and had even contacted their customer service team to confirm that the quote indeed captured any additional charges for cross-country car rental. Despite multiple requests for a detailed invoice breakdown to understand what I have been charged for, I have only received the attached invoice containing two positions. I have contacted both Goldcar and Rhodium customer service multiple times with a request for resolution - Goldcar only kept on sharing the same invoice missing any kind of detail, Rhodium kept on kicking me out of their customer service chat whenever they found out that I contacted them with regards to this specific enquiry.

I think it is my right as a customer to know what I have paid for, particularly when the discrepancy between initial quote and final invoice is over 400€.

I have paid for a hire car. On collection at Alicante airport I was told my old valid uk driving licence was not acceptable. They would not refund me my money not give me the car. I have spoken to gold car head office who told me my valid licence is valid. They told me if I book again and pay again they will refund me my original payment. This is outrageous and scandalous. I intend to pursue this. I am on holiday until 9th October without a car. The car hire cost has since increased considerably. My booking reference [protected].

The rental itself was OK, however 45 days later I still have not received my car deposit back (over 1200 Euro). There has been no damage to the car, only the company has not paid me back. After 30 days I contacted them and was told they needed my IBAN for the refund (although when returning the car I had made sure it would be done directly to the card used for payment, which they confirmed), 15 days later still nothing and they keep telling me that a payment can take up to 15 days to appear on my account (but 15 days have already passed!). I have opened 3 "incidencias" so far on their website: the first time they asked for the IBAN to make the payment and closed the incident. A week later they would not get back to me with more info, so I opened a new one and was told it would take up to another 15 days to get the money back (but 15 days had already passed since they had received my IBAN) and they closed the incident again. Now, I am waiting for the next excuse after opening the third incident.