National Car Rental

This is a case where the wrong credit card was charged for my rental car which prevents me from covering vehicle damage using my credit card. I will not be able to make the damage claim through my credit card unless this unfair billing error is corrected before the claim deadline of Tuesday Nov. 19. I will not pay out of pocket for this claim as it was Nationals error.

The rental car charge for RA#[protected] needs to be reversed on the unauthorized Mastercard and charged on the card of mine. Secondly, RSA needs to be informed of this error so that coverage for the damage is not denied.

Here is my history log:

Oct 4. - Norfolk airport National counter was closed so customers were instructed to use Alamo counter
- I was asked for my credit card which had loss coverage
- secondary driver was asked for his credit card and he gave his wife's MasterCard that had no loss coverage
- I signed rental agreement and declined LDW (as it is covered on my card) but I did not notice other driver's Mastercard was listed as payment card on document. He did not authorize his wife's credit card to be used for rental car payment.
Oct. 6
- rental car body panel was damaged by hitting post in underground parking
- I called to file a claim for car damage through my credit card company as I assumed my credit card was on file for rental car payment (which it was not unbeknownst to me)
Oct 10
- dropped rental car off and informed attendant of damage and claim number. There was no confirmation of credit card and I assumed it was billed to my card. Attendant sent a PDF document of rental agreement.
- shortly after getting to gate I noticed credit card error on PDF
- sent National an email requesting billed credit card be changed from Mastercard to my credit card and then called National customer service requesting the same thing. They said they made the change and stated it would take a couple of days to show on credit card statement.
- then received email stating they could not change billed credit card without both credit card owners being physically present at the Norfolk airport location! (Too late. I live in a different country which is why I was flying to Norfolk)
Oct. 28
- Called customer service
- they said cannot change credit card without talking to Norfolk manager
- they sent them a message to call me
Oct.30
- received voice mail from Neil from Norfolk airport National rental location saying cannot change credit card without physical presence. He left no number and no reason why or any practical solution given we live outside USA.
Oct 31
- Called Norfolk location and left message to call me (no return call)
Nov. 1
- Called Norfolk location and left message to call me (no return call)
Nov 5
- called Notional customer service (844)307-8016
- agent told me that they cannot change credit card charge without me being physically at Norfolk location
- when I told her this was not possible and exhibited anger and frustration she hung up on me
Nov. 5
- called Norfolk National rental location
- Ally agreed to look into issue and call me back (no call back)

I reserved a car through my company's business account. I am on travel for business. I rented the vehicle from March 15, 2019 to April 12th, 2019. My travel has been extended to May 1st. I am currently trying to reach the Norfolk International Airport National Car Rental. I have tried getting a hold of National for 2 days now. I am trying to extend my vehicle however I can not reach them. I have spoke to the Customer Service at the National Extensions Department multiple times on extending and they said they cannot extend on their side and that I would have to call the Airport directly to extend longer than 30 days. I have no option to return it to the location due to being gone for travel. I have precisely called the National at Norfolk International Airport 46 times spanning 2 days. I have reached less than twice. First time was when I was told I could extend but they could not do it right then and that I had to call back later. The second time I reached them was through the Enterprise booth next to them in the Airport. Enterprise transferred me to their line. I was on hold for 2 minutes when I heard "Are you still there" and then I proceeded to speak however it was silent on his end. I said hello and then waited 15 more minutes with no avail. I have till Thursday, April 11th to get this resolved and extended. If I do not get this resolved by April 11th, I will return the vehicle at a different location and no longer use national or enterprise. I will go with another company for the forseeable future. I am a frequent traveler and I travel on average of 8 months a year for work. However, I most likely will not use National if this is not resolved. I have never received worse services. Calling a business 46 times is not acceptable. The Customer Service line also called them to no avail and then proceeded to send them an email. I also left multiple voicemails and no resolution. Please contact me for resolution. I am running out of time to renew my National before proceeding to another company. Rental Agreement # [protected] and Telephone #[protected]