I rented a car with Hertz on 10-12-16 at the 16th St. location. I returned the vehicle to the body shop on 10-24-16 paid by AAA. I did not have damages or elect for extra coverage. Car was clean with full tank. I called them and confirmed it was ok to leave at body shop. On 11-07-16 Hertz sent a text that my rental was ovedue and subject to repo charges. I called that day and gave my return details and was told I would not be charged. Phone was off for 3 weeks at 16th st. I called customer care and emailed several times. I called 16th St. on 12-05 phone worked. I was told by Mgr. Blair she was busy and would call back. Instead next day I was charged $860 for 37 days after my rental was returned for daily rental fees. Met Blair in person who admitted fault at her location. She said she would be approving a refund but it could take 3 weeks or more. I asked for a written statement of her approving the refund. she said she was emailing it to me. I never recieved this email and follow up attempts via email and phone to her the last two days were ignored. Called Customer Care again 12-07 told they did not keep records of any of my previous calls prior to being billed because their system did not allow them to take notes without a receipt and the only documented attempt to investigate the discrepency in reported days was sent from customer care to the 16th street location the day after I was billed. Customer Care Lead Agent Michael refused to do any further investigation of calls made to his dept or to address issues with his dept.'s lack of protocol. He was the rudest of all of the employees I have spoken to at Hertz and was lacking in empathy or concern for my issue. He had acondescending and snarky tone and did not offer any action to resolve my issues. I have incurred over $200 in extra fees from their transaction to my account. This is a major blow to my family and children before Christmas and I have other bills due.