never wanted to have to write one of these posts but unfortunately I seem to have exhausted the other reasonable options.
I arranged to return the our Fiat 500e as we had ordered a Zoe on a private lease, and asked if a refund was possible if collected early - Onto said no, so ok fine, arranged to keep the Fiat until the end of the month.
Onto confirmed the collection date in an email.
2 weeks before the collection date agreed, a driver from Engineis arrived out of the blue to collect the Fiat (good thing I was home that day!). I explained the confusion & rang Onto to ask. I spoke to a very helpful Urszula who confirmed that it had been a miscommunication & apologised.
I said that, to save the delivery driver having to come again in 2 weeks, I could release the car today (luckily it was pretty clean!) as long as they agreed to refund the remaining amount of subscription. I thought this was pretty fair & a useful suggestion, Urszula put me on hold for a minute to double check this & then returned to say yes this was ok.
She then kindly followed up with an email to say she had raised a ticket ( 27687) to make sure it was refunded.
Confusingly, I received a text from Engineis a week later to say they would be there to pickup the Fiat (despite already picking it up). Onto live chat confirmed it was an error, but I did worry someone would attempt to pick it up again! Either way, it seems not all systems are aligned on this.
I have chased several times via live chat, email & calling (currently on hold to secondary support for 20minutes), however I suspect the account notes do not contain the above details as it is a confusing trail to say the least. Urzula, Hassan (who confirmed the collection date), Shaz, Sreekethan, Leigha have all been lovely, however unable to help with this issue.
@Adam_at_Onto / @Carol_at_Onto please can I ask for your help to resolve this? I would not have released the car if I’d known the refund would not be processed - I was let to believe both verbally & in writing that it would. I have thoroughly enjoyed the Onto experience & disappointed to leave on this note.