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Dear Sir/Madam,
I rented a car from Carjet and went to the counter to collect my car today but was canceled by Europcar as they do not accept Malaysian licenses on the MyJPJ app. This is beyond my control as our government stopped issuing physical card driving licenses for all renewals and replaced it with MyJPJ app. I have also presented my physical international driving license to the counter but still was refused.
When I renewed my license, our government no longer provided a physical card driving license and it's an app on our mobile phone. But I brought along my international license physical card to ensure I have the original yet I was declined.
However, Mr. Devon Briggs from Europacar was kind enough to ask other car companies if they could accept my driving license on the mobile app. Enterprise Car Rental accepted so Europcar cancelled my bookings and requested me to contact Carjet for a refund.
I, immediately called Carjet Customer Service to ask for a refund but was refused. The reason given was I did not present physical documents and they can't do anything. I demanded a contact for complaint and they sent me a link.
In the confirmation email, stated under the driver requirements, it was stated to bring an international driving permit with your original license. MyJPJ app is my original license. And I did not print out or screenshot (video attached). I also brought along my original international driving license as evidence. It's not my fault if our government does not issue physical driving license card anymore.
I would like to ask for my refund. I would also like to ask for an an email that I can write to and escalate this matter and will be copying our government, Embassy, Europacar local authorities, and consumer complaint bureau on this unpleasant incident as it's beyond our control.
Thank you for your help.
Regards,
Mei Lee
Desired outcome: Refund
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I'm sorry about that! For your situation with Carjet, it's important to document everything thoroughly. Since they didn't accept the MyJPJ app as valid documentation, you should gather evidence that this app is officially recognized as your driving license by your government. If you can, get a written statement from Europcar explaining that they understood your situation but couldn't proceed due to their policies. Use this documentation to strengthen your case with Carjet for your refund. If necessary, escalate the issue by emailing higher-ups at Carjet and cc'ing relevant authorities like your embassy to get the support you need.