I am lodging this complaint regarding Magic Islands Rent a Car's failure to refund my €1,500 security deposit.
I hired a vehicle from Magic Islands in Madeira and paid a €1,500 security deposit by card. I returned the vehicle on 1 July 2026 in the same condition in which it was collected. At the time of return, I was not advised of any damage, additional charges or other issues with the vehicle.
I was informed that my security deposit would be refunded within 14 days. More than six weeks have now passed, and I have not received the refund.
Since returning the vehicle, I have made numerous attempts to resolve this matter directly with the company. I have sent multiple emails, none of which have received a response. I have also telephoned the company on several occasions. Each time I have been told only that the matter is "being investigated", but no explanation has been provided as to what is being investigated, why the refund has been delayed, or when I can expect to receive my money.
During my most recent phone call, I requested to speak with the person or department responsible for handling my case. I was advised that this was not possible and was instead told to send another email to the support address, despite my previous emails remaining unanswered.
At this stage, I have been waiting for more than six weeks for the return of my €1,500 security deposit without any meaningful communication or explanation.
I respectfully request that Magic Islands either:
Refund my €1,500 security deposit immediately; or
Provide written confirmation that the refund has been processed, including the refund date and transaction reference.
I hope this matter can be resolved promptly without the need for further action.
