Dear Ok mobility, I am writing to make a formal complaint regarding the handling of my car rental and, in particular, the refusal of my credit card at the time of collection. N° Contratto / Agreeement: 7385063 N° Prenotazzione / Reservation:10475750 I have presented a valid credit card (I have just checked with my Bank , it doesn't see any payment refusal) that was fully operational and had sufficient available credit. Nevertheless, your staff stated that the card payment/pre-authorisation was declined. This was particularly concerning because the immediate consequence was that I was told I could not collect the vehicle unless I purchased your full insurance/waiver package. I find this situation highly questionable. I am concerned that this may not have been an isolated incident, but rather a systematic practice whereby customers' otherwise valid credit cards are declared “declined” or unsuitable, creating a situation in which they feel compelled to purchase the company's additional insurance in order to obtain the vehicle. I therefore ask you to provide a clear written explanation of: The exact reason why my credit card was allegedly declined. The payment/merchant reference or any other evidence showing that the transaction was actually rejected by the card issuer. The precise reason why the vehicle could not be released under the original rental conditions. Whether your employees receive any commission or incentive for selling additional insurance products. Whether you have records of similar credit-card refusals involving other customers at the same location. I would also like you to clarify why, if the credit card was genuinely rejected, purchasing your full insurance package was presented as the solution. If the card issuer confirms that there was no rejection on its side, I expect you to investigate this matter seriously and explain what actually occurred. I reserve the right to escalate this complaint to the relevant consumer protection authorities and the appropriate dispute-resolution bodies if I do not receive a satisfactory and documented response. I expect a detailed written response, rather than a generic statement that the card was “declined”. I also kindly ask that the "full cover" additional cost will be fully refunded when I will return the car.