u/angry_pidgeon

And they want good money (for the area at least) for it

https://www.zoopla.co.uk/for-sale/details/73817724/

I recently moved house and rented a van from Enterprise in Wales. An hour before I was due to leave to collect the van I received a phone call from the branch telling me they didn't have a van and would process a refund that would be in my account in 3-5 days.

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After 6 days I called the branch and they explained that refunds have to go through their American team and it would be 5-10 days.

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After 11 working days I phoned the branch multiple times over the course of the day and didn't get a response, so I phoned the head office and logged a complaint. I was told I would have a response to the complaint in 5 days and the refund in 10 days.

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It has now been over the 10 working days and I haven't heard from them or received a refund (£300)

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I'm unsure what my next steps should be, should I be sending them a letter before action or should I be raising it with my credit card company? My worry is that I don't have any of this in writing as it was all over the phone.

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I can prove that they phoned me, I can prove I phoned them multiple times, and I can prove I had to hire a van from elsewhere. Will this be enough evidence?

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Thanks in advance