I am writing to express my extreme disappointment and frustration with the service I received from HDY Car/Holiday Car/Essence. The survey itself is confusing, with three different names, making it difficult for passengers to navigate. My experience was further marred by the Meet and Greet service, which was non-existent. Despite choosing this option, there was no one to receive me, and the phone numbers provided went unanswered. After a lengthy and tiring search, I finally located the HDY desk with the help of the information desk. However, the person at the desk was unresponsive, busy talking on the phone, and displayed a nonchalant attitude. When I brought my concerns to their attention, he glared at me with hostility and became irate, which was shocking and unacceptable. To make matters worse, the process of collecting the security deposit was a disaster. After finally starting the process, the representative asked for my card, which I provided. However, he then asked for a credit card, not a debit card, and I had to provide another card. He then asked for an OTP, which I couldn't provide since I wasn't using the contact number associated with the card. I offered another card, which he refused. Eventually, he accepted the original card I provided, but I'm now concerned about how I will get my security deposit back. Furthermore, I suspect that the tolls may not have been paid due to an unavailable balance of HGS in the car. I request that you follow your policy and return the balance amount. To avoid such experiences in the future, I suggest that you take the following steps: 1. Clearly educate passengers about the correct name and location of the desk. In my case, I was unsure which desk to go to due to the multiple names. 2. Provide a map or clear directions to the desk, making it easily accessible for passengers. 3. Ensure that the Meet and Greet service is properly staffed and that phone numbers are answered promptly. 4. Train your representatives to handle security deposit collections efficiently and professionally. As a Turkish citizen, I am appalled by the treatment I received and feel that it damages the reputation of Turkey and its people. I intend to share my experience on every available forum to ensure that no one else suffers the same poor service. I expect a higher standard of service, particularly from a company representing Turkey. I hope you take my feedback seriously and take immediate action to address these issues.