In March I tried to use the Ryanair website link to Hertz to book and pre-pay for a car rental. For some reason the booking failed. At the time, Hertz sent me an email warning that the booking had failed. It came with the subject line: “We were unable to process your rental car booking”. I accepted the booking had failed and in the end made other arrangements.

However, a week later Hertz took the £69 rental cost from my debit card. I complained to my bank, Nationwide, and sent Hertz’s failed booking email as evidence. Despite this, the bank has sided with Hertz and said the charge stands. I don’t comprehend Nationwide’s reply, which really is gobbledegook.

I do not have a booking number, invoice, confirmation notice or anything else from Hertz beyond the email. It is my firm belief that the firm never entered into a contract with me in that matter: I do not owe them, and Nationwide should not refuse to reimburse me. What do you think?

SR, by email

This is another case of a bank, or in this case a building society, not exactly rushing to the aid of its customer.

Nationwide told us that after you contacted it, a Visa dispute process was raised with Hertz, and that the firm had apparently provided evidence that you had made the purchase. As a result the chargeback was rejected.

However, it admits that a further chargeback should have been raised for non-receipt of goods, but unfortunately this didn’t happen.

Because Visa disputes can only be raised within 120 days from the original transaction, it is now too late to attempt the second chargeback. As a result, Nationwide has refunded the £69 and offered you £150 compensation, which you have accepted.

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