I rented a car with Hertz.
An excess fee was paid because someone rear ended me. This was a year ago.
3 months ago, Hertz claims the remaining excess (around $2k) was refunded back to the original payment method (NAB credit card). I couldn't see it in my statements.
Back and forth with 2 emails with Hertz, they are adamant that the refund is process on their end. Phone call with NAB and they are sure that there is no refund.
Where do I go from here? Anyone with similar experience?
Getting rear ended always hertz
Back and forth with 2 emails with Hertz, they are adamant that the refund is process on their end.
Is that their rear end?
Make sure you have everything in writing, that they provided a refund.
then Initiate a charge back.
Whilst this is probably the best next step, be aware that the chargeback will likely be rejected. There are timelimits on chargebacks, and whilst those for travel are generally longer than normal, a year is still a long time…
With enough pushing (especially given you have proof from the merchant saying they have issued the refund) you'll likely succeed in the end - but expect some failures first…
As others have noted, make sure you keep a records of all correspondence (emails, messages, phone records with dates, times, and contact names, discussion details, etc…).
And request a remittance receipt. The receipt should have your bank/credit card details, date, and amount refunded. It really should be a no-brainer. There should be no issues in getting a receipt. If they cannot supply a receipt, then they have not paid it.
Ask for the receipt.