After hiring a car in Italy last September, Europcar deducted a further £34.60 from my bank account. After four phone calls to Europcar, I learned the charge related to a parking fine I had unknowingly incurred. I did not know because no parking ticket was placed on the car. I asked if the charge included the penalty or was just Europcar's administration fee. I was told it included the penalty so there was nothing more to pay.

Some days later, I received an invoice from the Italian authorities for €48.60. I paid this which, with transfer fees, totalled £56.60. An employee at Europcar's call centre said she would seek authorisation to waive the fee. I heard nothing although it was eventually refunded. Now Europcar has taken a further £32. GF, London

Europcar admits it should have handled your complaint better and says the delays were exacerbated by the Italian police taking so long to issue the fines. Yes, fines plural. The second related to a parking fine which the police did not report until May. You accept that you could have incurred two parking fines but Europcar should have made this clear. It has now refunded the second fee but I wondered why it charged two different amounts. It seems this was an "administrative error".

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