Dear Sir/Madame I am making a formal complaint against one of your employees called Yasin. I was taking my eldest daughter and all her belongings to York where she was moving to. I had to hire a car last minute because of some unforeseen circumstances which was out of my control. I paid £161 to hire a car for 4 days and made my way to your premises in speak. I brought everything I thought was required and Yasin was dealing with me. Seemed like a nice enough guy and informed me I needed NI number to do a dvla check. I informed him that I had never hired a car before but rules are rules. Unfortunately I did not have my NI number and I just could not remember it. I was just flustered and already running late. So I had to return home to Walton to get my NI number. So now by the time I returned to your rental office I am running over 3 hours later than I had planned but at least I can now move forward and get the hire car and start my journey. Your employee Yasin asked me for a card for the deposit. He definitely could see I was in such a fluster by this time . I pulled all my cards out of my wallet and laid them on the counter.Yasin could see there was 3 debit cards and a credit card.I know how pre auths work having pre authed thousands of debit and credit cards in the hotel business. I said to Yasin I will just use the same card I booked with and gave him the card I had booked online with. He took that card and then proceeded to take deposit but unbeknown to me had charged me £214 pounds and had not told me. He did not give me any receipts or I would have noticed straight away what a sly and untrustworthy person he actually is.I only realised what he had done after I had packed everything in the car for the York trip I checked my online bank account and noticed an extra payment of £214 on top of the £161 I had already paid for the hire car. I rang your company and spoke to Asin and he just said “oh that’s because you did not use a credit card for the deposit”. This is absolutely disgusting customer service and I feel that your employee Yasin decided to scam me of £214 because all he needed to say was I see you have a credit card there Mr Mainwaring then you should use that. Instead he actually snatched the debit card from my hand and proceeded to scam me out of a further £214. As I said I have been in hotel industry for over 15 years and I am all about good customer service. This absolute piece of work employee of yours called Yasin is a stain on your business and your faith and suggest you give him some customer care/service training and teach him some human kindness which he lacks because he obviously has no morals and his only thought was to scam somebody who was obviously flustered and was in a hurry and was obviously too trusting in someone who is so untrustworthy. I hope you resolve this situation asap and I will not take this matter any further. Personally I think you should make your employee Asin return my money from his own pocket and then he will think twice before scamming vulnerable customers. Regards