Getting You Where You Need

, , , | | Hopeless | August 2, 2019

(Around four months ago, I got the call from my mother that my grandfather had suffered a massive brain aneurysm and was in ICU. She didn’t tell me that they didn’t expect him to live, but I knew from my experience in healthcare that his time was limited. I told my mother I was coming home to see him. The only problem was that I live 1,000 miles away from home. My wife helped me get a rental car so that I could begin the trip. We called a car rental place that had a location at the local airport. The customer service representative for their 1-800 line asked for a credit card to book the car, and I informed her that I only had a debit card. I asked if I could use my wife’s card, and she told me I couldn’t unless my wife was coming with me. She told me that I could use my debit card if necessary, but that a $100 deposit would be placed on my card until I returned the car. I agreed and booked the car. My wife drops me off at the rental place, and my conversation with the location’s customer service representative is as follows:)

CSR: “All right, I have Nissan Altima booked for [MyName]. I just need your ID and the credit card you’ll be using to pay!”

Me: *handing him my ID* “I spoke to a woman over the phone who told me I could use my debit card, but a $100 deposit would be charged to my card.”

CSR: “I’m not sure why you were told that. We don’t even offer the option to use a debit card for in-state drivers.”

(At this point, I begin to cry. I don’t know what I’m going to do to get home before my grandfather passes. I’m a wreck. Before I can decide what needs to happen next, the customer service representative addresses me again.)

CSR: “You look like you really need to get to where you’re going, though, don’t you?”

Me: “Yes. I’m trying to make it to Iowa to see my grandpa in the ICU. I don’t think he’s going to make it.”

CSR: *nodding* “I’m going to do an override. I do have to place a $250 hold on the account, though, because the transaction will be considered high-risk. Is that okay?”

Me: “Yes! Thank you so much!”

CSR: “Travel safe!”

(I sign the paperwork, get in the car, and begin my 17-hour drive. When I return the car to the rental place near the hospital, I ask the representative when the deposit will be returned to my account.)

CSR: “Oh. There’s no deposit on your account. You’re good to go!”

(It warmed my heart that the man in Maryland was so willing to help me in such a trying time. I made to the hospital in time to see my grandpa before he was too sick to speak to us, and got to be with him while he took his final breath, all thanks to this man’s kindness. Rental care employee, you made me feel that it’s not always hopeless.)

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