Hello Sir/Madam,
Thanks for your review.
We are truly sorry to hear that the return of your deposit is still being delayed.
ABBYCARS’s policy is to use Pre-Authorized transactions for the security deposits, which ring-fence the amount within the customer’s credit card, not charge it. Ring-fencing term is used to protect assets from some risks. This policy is stated in each car rental voucher and must rule the rental agreement signed by both parties locally, the local Abbycar franchisee, and the customer. The rental agreement constitutes the legal bid document between the two signed parties. Abbycar is not part of this rental agreement.
Recently it has come to our attention that one of our franchisees (VIntax-Croatia) charged the security deposit instead of pre-authorized to customers credit card. At this point it is important to emphasize that Abbycar did not agree to or participate in such practices where is outside the terms stated in the rental voucher. In addition to that, long delays have been observed in the return of the charged amount to numerus of customers in question.
Due to the reflection of this issue to Abbycar brand, that operating 15 years and is a strong and trusted partner to major car hire brokers, serving more than 70,000 customers annually, we are investigating with the local franchisee and with their bank, for immediate actions to resolve this matter as soon as possible and the customers to get their funds back to their credit card or alternative to be refunded to their bank account the charged amount.
Based on the latest reports from our partner and their banks they confirmed that until today more than 75% of the verified cases have already been refunded.
Please double check with your credit card company or your bank account if the charged amount has been refunded. If not, please send us an email to accounts@abbycar.com, by suppling your Booking Reference Number or Reservation Number, so we take immediate action to prioritize your case immediately.
In the meantime, if your case has already been resolved please let us know and accept our apologies for your hassle!
With kind regards,
The ABBYCAR Team
