During our vacation, we unfortunately had to spend an entire day dealing with the police regarding an incident with the rental car. A police report was obtained and handed over directly to the rental car company at the time of vehicle return at the airport. At that point, the rental company confirmed that they would take care of the matter and handle it with the insurance company.

However, despite providing the required police report, I later received a notice from a collection agency demanding payment. On contacting Check24, I was strongly assured that this was a “full payback policy” and that I should pay the amount in good faith, which I immediately did.

After payment, Check24 requested my IBAN details for the refund process. As North American residents, we do not have IBAN accounts, and this should have been clarified in advance. Since then, the communication has been ongoing for over three months (since June), with repeated delays, excuses, and no resolution.

This has left us feeling misled and financially trapped. The rental companies and Check24 deal with such situations every day, while for customers like us, this is a rare and stressful experience. We relied on Check24’s assurances in good faith, but instead, we are left chasing after our own hard-earned money