Formal Complaint – Unauthorized Charge and Failure to Process Refund**
On **3 July 2026**, your company charged my credit card **2,425.92 NOK** without my authorization.
After carefully reviewing the documentation you provided (a **52-page file** listing motorway toll charges), it became immediately clear that the charges referred to a journey between **Oslo and Bergen**, while my rental was in a completely different area of Norway and could not possibly have generated those tolls.
I immediately disputed the charge and, on **5 July 2026**, your company **acknowledged that the charge had been made in error**, as confirmed by your WhatsApp customer support.
Despite this clear admission of responsibility, and despite my **daily follow-ups and repeated refund requests**, as of **29 July 2026** I have still not received my money back.
To make matters worse, your customer service has become completely unresponsive:
* WhatsApp messages are no longer answered.
* The online chat is handled almost exclusively by AI, forcing customers to wait hours before reaching a human agent.
* Every time I finally speak with someone, I am asked to provide the same information all over again, despite your company already having confirmed that the charge was incorrect.
This level of customer service is completely unacceptable. It is unreasonable that, after admitting your mistake, you continue to withhold my money for almost a month without any justification.
I hereby demand the **immediate refund of 2,425.92 NOK**. If the refund is not processed without further delay, I will have no alternative but to pursue all available legal remedies and report this matter to the relevant consumer protection authorities.
Your handling of this case has demonstrated a serious lack of professionalism, transparency, and respect for your customers.
I expect this issue to be resolved immediately.
booking ref: EQQ4WV · Tromso → Tromso · 2026-06-13 → 2026-06-20
full name: BELTRAMI NICOLA
email: bresciabeertour@gmail.com
last 4 digit: 2421
