First 24 Hours After a Wrongful Charge by a Company: Your Action Checklist

You've just discovered that a company has charged you money you don't owe. It might be a car hire deposit, a fee for a service you never ordered, or something else entirely. You're angry and want to act — but keep a cool head, because the first 24 hours are critical. This article gives you a plan: what to do right away, and what can wait.

This guide is general legal information, not legal advice. How the rules apply depends on your individual circumstances, the contract terms and the evidence available — the matter should be assessed by a qualified Polish lawyer. Twoja Sprawa helps you organise the documents for that assessment.

HOUR 1–2: Secure your evidence (before you delete anything)

✅ DO THIS NOW. Right now.

1.1. Save every email, text message and chat

All emails from the company (booking confirmation, correspondence, everything).
Texts, WhatsApp, Facebook Messenger — every point of contact.
Keep originals where possible — if you're saving as a PDF, make sure the date is visible.
Back screenshots up to the cloud (Google Drive, OneDrive, iCloud) or print them out. This is about protecting yourself in case your phone or laptop lets you down.

1.2. Screenshot your bank statement

A screenshot from your bank showing the transaction (date, amount, payee name).
If it's an online statement, download the PDF of the full statement too.
Save it to the cloud.

1.3. Photograph or screenshot every piece of visual evidence you have

Photos of the vehicle (for car hire disputes) — its condition before and after.
Photos of invoices, receipts, labels.
Anything that backs up your version of events.
Upload everything to the cloud — you never know when a hard drive will fail.

1.4. Set up a case folder

Create a folder on your desktop named CASE_[Company Name]_[Date] and drop everything into it as you go. Back it up to the cloud before you finish for the day.

Why does this matter? Evidence can disappear — emails get deleted, texts get lost, and access to records can be cut off. It needs to be backed up, ideally in more than one place.

HOUR 2–4: Verify the facts and gather the details

✅ THIS WILL TAKE A WHILE, BUT DO IT TODAY

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2.1. Find the rental agreement / terms of service / policy

Where is it? Booking email, printed copy, app?
Read it carefully to see how charges are worked out and when the company is entitled to take money from a deposit.
Pull out the specific clauses that support your position (or that the company appears to have breached).
Save or print it and add it to your folder.

2.2. Download everything from the booking platform

Log in to the booking portal (Booking.com, RentalCars, the hire company's own site, etc.).
Download: booking confirmation, terms and conditions, pricing, the full booking process.
Expand every link or section to make sure you can see the entire policy, not just a summary.

2.3. Pin down the details of the charge

Answer these questions: - How much did they take? - When — the exact date and time? - What do they claim it's for? (damage, missing fuel, deposit, admin fee, etc.) - Was it actually justified under the contract? Where exactly does it say so? - Do you have evidence that they're wrong? (photos of the vehicle, proof of return, etc.)

Write this up as a short set of bullet points — you'll need it for your complaint letter.

2.4. Check your message history with the company

Read it chronologically — from booking through to return, right up to now.
Look for: did a member of staff admit anything in writing? For example, "you returned the car in good condition", "we can't see any damage", and so on.
Lines like these are gold for your case.

HOUR 4–6: Send a complaint letter to the company (urgently, today)

✅ THIS NEEDS TO GO OUT TODAY, BEFORE THE COMPANY'S OFFICE CLOSES

3.1. Draft your complaint letter

Channel: email to the company's official address (from their website, taken from the booking confirmation, or from the booking app).

Content (structure): 1. Heading: "Complaint — [date/booking reference]" 2. Your details: name, email address, booking reference (if you have one). 3. Description of the problem: brief and specific — what they charged you, what they claim it's for, and why you say that's wrong. 4. Evidence: "I attach photos of the vehicle, the contract, and the relevant emails." 5. Your demand: "I am requesting a full refund of [amount] to [card/account details], no later than [deadline — 14 days is reasonable]." 6. Sign-off: your full name.

Example:

Subject: Complaint — unauthorised deposit charge, booking [date]

Dear Sir or Madam,

I hired a car from you [make/model, booking reference] from [date] to [date]. After returning the vehicle in the same condition in which I received it, in line with our agreement, I was charged [amount] for "damage" to the vehicle.

I dispute this charge for the following reasons:
— The vehicle was in [describe its condition specifically]
— I returned it undamaged (photos attached)
— Your terms only allow you to deduct actual, documented damage (clause X)

I am requesting a full refund within 14 days to the card ending [last 4 digits], or a detailed explanation together with photographic evidence of the alleged damage.

If I do not receive a response, I will have no choice but to contact my bank and pursue a chargeback.

Yours faithfully,
[Full name]
[Email]
[Phone — optional]

---
Attachments: screenshot of the agreement, photos of the vehicle, bank statement extract

3.2. Send the email

To: the official address from the terms and conditions or the company website (not the front desk!).
Subject line: make it clear: "Complaint — unauthorised deposit charge" plus the booking reference.
Attachments: attach the key files (screenshots of emails, photos, extracts of the agreement, bank statement).
Request a read receipt — if Gmail or Outlook offers a delivery/read receipt option, switch it on.
Keep a copy — send yourself a copy, or at least save a screenshot of the sent email.

3.3. If you have a phone number, call during office hours

Explain the problem briefly.
Ask for the email address of the person you should follow up with.
Then confirm the call by email: "Confirming our call at [time], in which we discussed…"

HOUR 6–24: Get ready for a chargeback (if you paid by card)

✅ PREPARE, WAIT FOR THE COMPANY'S RESPONSE, THEN ACT

4.1. Check your online banking account (if you haven't already)

Log in to your banking app or go to your bank's website.
Look for a section called "My cards", "Transactions" or "Disputes" (naming varies by bank).
Note down the bank's customer service number (usually on their website).

4.2. Put together your chargeback evidence pack

Prepare and store the following in one file (ideally a PDF) or folder: - The rental agreement (PDF or screenshot). - Your booking confirmation. - Photos of the vehicle (before and after, dated). - A copy of your bank statement showing the transaction. - All emails with the company. - A screenshot from the booking app, if it shows relevant details. - Your complaint letter — the one you've just sent.

4.3. Set yourself reminders

After 7 days — check your inbox to see if the company has replied.
After 14 days — if there's still no response, you can go to your bank and start a chargeback.
After 30 days — if the response you received isn't satisfactory, you can still go to your bank with a chargeback.

HOUR 24–48: What to do next if you've had no response

✅ THESE ARE YOUR NEXT STEPS IF THE COMPANY STAYS SILENT

5.1. Raise a chargeback with your bank

Wait 7–14 days first to give the company a fair chance to respond. But if: - The company hasn't replied, - It has replied, but unsatisfactorily, - It has refused a refund without justification,

...then: - Call your bank's customer service line or open the app, - Raise a chargeback, - Give the reason code (e.g. "unauthorised transaction", "billing error", "goods/services not as described").

Tell the bank: - The date of the transaction. - The amount. - What happened (why you believe the charge is unjustified). - Supply your evidence — emails, photos.

The bank will run its process, which typically takes 4–12 weeks.

5.2. Cross-border consumer help (if the company is based abroad)

If you hired the car abroad, or the company is based in another EU country: - Contact your national European Consumer Centre (ECC) — in the UK, look to Citizens Advice or the relevant ODR contact point; in Poland, the equivalent body is ECK Polska (konsument.gov.pl). - Or send them an email describing your case. - These bodies can offer mediation — an attempt at an amicable resolution.

This service is free and can sometimes work well.

Printable checklist (TL;DR)

Within 2 hours:

[ ] Screenshot emails and texts with the company
[ ] Screenshot your bank statement
[ ] Photograph the evidence (vehicle, receipts, etc.)
[ ] Back everything up to the cloud (Google Drive, OneDrive, iCloud)
[ ] Set up a local case folder

Within 6 hours:

[ ] Read the rental agreement
[ ] Download the booking confirmation
[ ] Note down what, when and what for you were charged
[ ] Search your emails for any written admission from staff

Today (hour 6–24):

[ ] Send the complaint email to the company
[ ] Set yourself reminders (7, 14, 30 days)
[ ] Prepare your chargeback evidence pack

After 7–14 days:

[ ] Check whether the company has replied
[ ] If not — raise a chargeback with your bank

After 30+ days:

[ ] Follow up on the chargeback process with your bank
[ ] Consider ECC/ODR mediation if it's a cross-border case

Common mistakes — what NOT to do

❌ Don't wait too long — every day that passes can weaken your position.
❌ Don't threaten legal action — "I'll sue you" without any real intent behind it. It comes across badly and undermines your credibility.
❌ Don't falsify evidence — if it comes to light, you could land yourself in real trouble.
❌ Don't rely on a chargeback alone — you still need to send a complaint to the company. These are two separate, complementary routes.
❌ Don't ignore the company's response — even if you don't like what it says, read it carefully and note it down.
❌ Don't lose your documents — keep copies of everything, in more than one place.

Frequently asked questions

Should I worry that the company will sue me? In practice this almost never happens over disputes about a deposit or a small fee. Hire companies generally prefer to avoid litigation, because it's costly for them too.

How long should I wait for the company to respond? 14 days is a reasonable deadline. If they haven't replied by then, you can go to your bank.

Am I entitled to compensation for stress and time lost? In theory, yes — but this is very difficult to prove and even harder to enforce in practice. Focus your energy on recovering the money itself.

What if the company is based in Poland and I live abroad? The process is the same — you can send an email, and chargebacks work internationally. Consumer bodies such as ECK Polska can also help with cross-border cases.

Will my bank always help me? Not necessarily. The bank acts as an intermediary, but the final decision rests with the card scheme (Visa, Mastercard, etc.). That's why strong evidence matters so much.

Article reviewed: 26 June 2026.