OP169, Viseca Operation: Enterprise Operation
https://www.rozen-bakher.com/iccg/op169
Published: 03 May 2023. Latest Update: 28 August 2023
Highlights
Dr. Ziva Rozen-Bakher rented a car at Enterprise Zurich Airport with a return at Enterprise Amsterdam Airport when she and her son relocated to Netherlands. The car was rented for 7 days, from 07 August 2020 afternoon until 14 August 2020, yet with the ability to return the car earlier. The price included the cost of returning the car to Enterprise Amsterdam airport. The price per day as mentioned in the order was 40 CHF + 15.48 CHF excluding other fees of 99.96+32.2+77.67 CHF (see order below), yet keep in mind, that exists a gap between the total price in the order and the calculated items in the order.
On 10 August 2020 in the morning, one day after their arrival in Amsterdam, Dr. Rozen-Bakher and her son returned the car to Enterprise at Schiphol Airport in Amsterdam. During the return of the car, an Enterprise employee checked the car and confirmed that the car returned without any damage. Hence, Dr. Rozen-Bakher should pay for 4 days of renting the car, from 07 August 2020 until 10 August 2020.
Despite that returning the car on 10 August 2020, Enterprise sent an invoice with an overcharge, namely that the rent was until 14 August 2020 instead of until 10 August 2020. More specifically, Enterprise charged Dr. Rozen-Bakher for 7 days renting a car instead of 4 days, in a total of 1443 CHF. This overcharge was taken by Enterprise from the Credit card of Viseca, the Mastercard of Dr. Rozen-Bakher. Note, Dr. Rozen-Bakher paid to rent a car at a higher level in Zurich for 2 weeks, from 14 July 2020 until 28 July 2020, for a total price of 1,152 CHF, while eventually, Enterprise charged Dr. Rozen-Bakher via the credit card of Viseca for 1,898 CHF, only for 4 days of renting.
Following the wrong invoice, Dr. Rozen-Bakher sent several requests to Enterprise to correct the invoice via email, forms (Enterprise website), and even via Enterprise Twitter account, but Enterprise ignored all the requests to correct the invoice in terms of rental days, return location and overcharge (see Enterprise Operation)
In light that Enterprise ignored all direct complaints, Dr. Rozen-Bakher gave an appeal to Viseca about the overcharge via her Credit Card, but Viseca reject the appeal by sending two letters to a fabricated address 2582CO1 instead of 2582CT (see Operation of Fabricated Address in Netherlands: 2582CO1 instead of 2582CT). Viseca in the first letter argued that they are going to give a refund, yet the refund did not appear on the credit card of Dr. Rozen-Bakher. However, in the second letter, Viseca informed that eventually, they are not going to give the refund without giving an explanation about it, despite that was no doubt about the overcharge by Enterprise because the car was rented less days than mentioned in the invoice of Enterprise.
During the period of 03/2019-01/2022 that Dr. Rozen-Bakher hold the credit card of Viseca, Viseca NEVER refunded any appeal that was given by Dr. Rozen-Bakher for overcharge or due to fabricated transaction, either because of blocking submissions of appeal via ONE (Viseca website) or because of blocking communication with Viseca or because of the decisions of Viseca to reject the claims, despite that refunds should be given. Importantly,
