How Often Do You See Additional Charges On Your Credit Card When You Return From Vacation?
Debbie Hart
Expert Customer Experience Management Training ? Mystery Shopping & Business Assessments ? Event Services
Many companies are using automated messages to solve customer service problems these days and eliminating human contact. Perhaps they know they will get customer complaints and want to avoid them. We went to a wedding in Pennsylvania this past weekend and when we returned I started seeing all these additional charges come through on my credit card for Dollar Car Rental. Of course, it was early in the morning when we returned the car so no one spoke with us when we arrived and parked the car in their lot. We fueled the car before returning it so not sure what all the charges could be for. I knew I would be charged for an extra driver but that was it. I have reached out to Dollar Car Rental customer service and all I get is an automated message that doesn't even have a specific number to input for problems and no operator. (Of course, they continue to send me customer feedback surveys) It seems like more companies in the travel industry (hotels, car rentals, etc.) require deposits, holds on credit cards, and additional charges. Since they have your credit card?number, they just charge whatever they want on it without your authorization! Convenient!? It puts people in a bad situation because they have to use a credit card for these purposes, but frustrating when charges are being added to your card without your consent that you weren't expecting?after the fact. Most people like to know what to expect and appreciate transparency. And if there is a discrepancy it would be nice to have it handled with a customer service representative.
If I don't hear anything from Dollar Car Rental I will be calling the bank to dispute the charges if they aren't dropped. I did complete a form online for a receipt however it doesn't recognize my Rental Record number so disputing the charges may be my only option.
Are you frustrated with additional charges on your credit card?
I understand that AI is easier for companies however when you inconvenience your customer you have lost a customer for life. Plus imagine how many people they have told about their problem with your company. Let's look at some ways a company could make the customer service contact us simpler and easier for the customer:
领英推荐
If you have inaccurate information listed and a customer needs to reach you they will become frustrated when they don't have a way to contact your company.
When your customer has to make numerous calls to resolve a problem you can bet they won't use your company the next time they need those services. If you want a customer's perspective on how problems are resolved within your company contact [email protected] or 602.717.3271. We are offering complimentary mystery shops this month to business owners who are looking to improve their customer experience and increase revenue.