NMS Not My ScratchRental car dispute assistant

Deposit not returned

Rental car deposit still missing?

The first job is to find out whether the money is still a pending card hold, a captured charge, or a deduction for a specific alleged issue, then respond without letting the anxiety drive the wording.

Start here

Ask the rental company to confirm in writing whether the amount is a pending authorization hold or a captured charge. Then ask for the itemized reason and evidence for any deduction.

Three possibilities

  1. Pending hold: the rental company may not have taken the money, but the bank has not released the authorization yet.
  2. Captured charge: the company has charged or deducted the amount.
  3. Mixed case: part of the hold is released and part is kept for damage, fuel, late return, tolls, or admin fees.

What to ask for

  • Confirmation of hold versus captured charge.
  • Final rental invoice showing all deductions.
  • Reason for any deduction.
  • Evidence for damage, fuel, late return, or other alleged issue.
  • Repair, replacement, refueling, toll, or admin invoice where relevant.
  • Expected release date if the amount is still only a hold.

What the tailored message should clarify

  • The exact amount, currency, rental reference, return date, and payment card transaction status.
  • Whether you are asking about a pending authorization hold, a captured charge, or both.
  • The itemized reason for any deduction, including damage, fuel, tolls, late return, cleaning, or admin fees.
  • The evidence and invoice behind any amount kept by the rental company.
  • The expected release or refund date for any amount that should not be kept.

Why this feels urgent

Deposit cases are stressful because the money may appear missing even when it is only an authorization hold. Separate the bank status from the rental company's explanation. That prevents you from accusing the company of keeping money before you know whether the charge has actually been captured.

When to escalate

If the company does not explain the deduction, follow up through its complaint process. If the charge is a captured card transaction, ask your card provider what evidence is needed for a transaction dispute. If it is a UK rental dispute involving a BVRLA member, BVRLA may be relevant after the company complaint route. For cross-border European rentals, ECRCS or ECC-Net may be relevant depending on the company and countries.

Sources used

GOV.UK car hire advice, BVRLA complaint guidance, ECRCS