Ghost Charges
The tolls, fines and held deposits that surprise renters weeks later, disclosed in advance.
The job
Finds the anger that arrives two to six weeks after a car is returned, over held deposits, passed-on tolls and fines, admin fees and damage bills. Separates fair but undisclosed charges from wrong ones, prices each, and removes the surprise before the renter leaves.
The moment
A rental receipt timeline runs past the return date. On day 19 a late charge appears: $48 in tolls plus a $25 admin fee.
212 renters call it a scam, and it has cost $61,400 in chargebacks and refunds this quarter.
The team starts sending a WhatsApp on return day that tells renters about the charge.
Four weeks later, a replay shows the same charge as a printed line marked "disclosed", with complaints about it shrunk to 38% of their old level. The ledger shows net dollars saved after the cost of the messages.
What it does
- Draft disclosure wording
- Register the change
- Publish the return-day message
- Chase a held deposit
- Open charge verbatims
What you see
A receipt timeline that runs past the return date with late charges marked, a disclosure studio, a before and after replay and a month-end money ledger
What it moves
Complaints about surprise charges per 1,000 rentals, chargebacks and refunds in dollars for each type of charge, and net dollars saved per disclosure after the cost of the message.
Built for
- Finance
- CX leaders & VoC
- Operations
- Compliance, complaints & legal
