Mr. Serge OSIRI (alias) is a customer from Spain. He planned a trip on Lanzarote. He was set to pick up a Budget car in the morning on November 13, 2025 and return it on November 19. At the counter, the main problem came up during the deposit payment. The store tried to charge the deposit through an online payment link instead of a card machine. His credit card and debit card were both declined. Because the pickup could not be completed, the rental time later changed and his plan was disrupted. He then asked for compensation of 158.49 euros and shared several files, including taxi receipts.
After the customer raised the issue, QEEQ first checked the booking record and the supplier notes to confirm what was included in the prepaid amount and what should have been paid at the counter. The support team then asked the customer for the payment side record and the related documents so the decline reason could be shown clearly. On the same day, the team contacted Budget to ask how the deposit was requested and whether an on site card machine option was offered. When the store reply did not fully match the customer files, QEEQ followed up again and asked for a clear statement on the deposit method and the fee change after the missed pickup.
Within the next few days, Budget agreed to refund the prepaid amount. QEEQ kept the customer updated while waiting for the bank processing steps and confirmed the account details needed for the return. After that, Budget also approved an extra 40 euros as compensation. The refund was then completed to the customer bank account. The customer avoided further loss and had a clear final answer on what happened and what was returned.
For future rentals, it helps to confirm at pickup that the deposit can be paid with a physical card machine and that the main driver card meets the counter rules. If a store asks for an online link payment, the customer can request an in store terminal or ask QEEQ support right away to record the situation and reduce follow up costs.
At pickup, a declined deposit can turn a simple handover into a cancelled rental, and it can also lead to extra local transport costs. This case shows how a payment method mismatch can quickly change a travel day. In similar situations, having a clear place to ask for help can make the next steps easier.
If renting on QEEQ, 24 7 Customer Service can step in while the customer is still at the counter. Support can help confirm what the store is asking for and guide the customer on what to collect as proof, so the refund request has a clear base. The QEEQ App also helps keep booking details and updates in one place, which saves time when the customer needs to share documents and track progress. For trips with tight schedules, booking through QEEQ can mean fewer unknowns if the counter process changes.
