Dear Customer, Thank you for your email. Your case reference number is 330382 We are currently looking into this with the support of the rental station. If you need any further assistance in the meantime or have further information that you feel is relevant to your case, please feel free to contact us at any time. Whilst we do try to resolve all cases as quickly as possible, this process usually takes 14 days to complete. If you do not receive a response within 14 days please contact escalation@cs.greenmotion.com for further assistance. Thank you for your patience and understanding. Kind regards, Green Motion International Customer Services.