I booked an estate car with a roof rack and once booked read that a roof rack might not be available. At the booking desk I was told there wasn't a roof rack but there should be a ski box. When I went to pick the car up there was neither available. An hour or so after returning the car I received the first of two emails asking for permission to debit my card for the roof rack hire. After the first email I replied and said I had not had a roof rack and included a photograph of the car. I have since emailed three times asking for a refund, the last being ignored. The original debit was within hours of returning the car and that was 11 days ago. This is not hassle free car hire as I am wasting my valuable time trying to get money back that was fraudulently taken. I have now run out of patience and intend to keep escalating the matter. I would also like to know why your website wouldn't allow me to place a review even though I had the right 9 digit booking reference.