Hertz is sooooooooooooooooo terrible. I have actually been banned form Hertz for life. True story. Similar thing... they randomly charged my credit card for something I didn't do - I wrote them an email to their customer "care" line enquiring about it... they never replied.... so I disputed the charge with AMEX.... Hertz never replied to AMEX either... so AMEX reversed the charge (as is policy).... 6 months later get a call from a debt collector chasing up this unpaid Hertz bill (can you believe the nerve???) I referred it to the Ombudsman... never heard about it again. But this is Hertz's MO - they won't communicate with you, then just sell off the debt. There is pages of stuff written about this all over the internet on various forums. Hertz is total rubbish. Once (before this incident), they took soooooooooooooooooooooooooo long to check my car in at MEL that I became late! It is true. I was sitting in my car in the return queue for 45 mins before the guy finally scanned the barcode in the windscreen - and then added an extra day rental because i was past the grace period. They did of course adjust that, but the systems they have in place are so flawed you have to be careful. Anyway, I went to rent a car from hertz a few years back and the guy said the note against my name said "DO NOT RENT - BANNED FOR LIFE". Instead i just rent from Avis.