Vonecia Sullivan-Hill, a Phoenix, Arizona resident, took a girl’s trip to Georgia last summer. She went through the airport’s Hertz rental station in Atlanta. Before her flight back to Phoenix, she turned in the keys to the same airport storefront.

She expected not to hear from Hertz again, as she was handed a receipt and even got an email from the agency confirming the return. A few days later, she got the sense she was being accused of stealing the car.

“We turned it in on a Monday morning, like 4 a.m. We had a 5:30 a.m. flight back to Phoenix,” she explained to AZ Family. “Wednesday, two days later, I get a call from Hertz saying, ‘You still have our car. We’re charging you money still.’ I’m like, ‘I’m in Phoenix. I don’t have your car. I left your car in the garage where I’m supposed to with the return cars.’”

After a brief conversation, a Hertz representative told her it would be handled.

Alas, Hertz called again the next day

Once again, an employee was asking her where the rented car was and threatened to charge her card if it wasn’t returned.

“After a few days, I’m concerned! You’re calling me saying I have a car I don’t have. That’s Georgia. I’m in Arizona,” she said. Thinking ahead, Sullivan-Hill filed a police report with the Atlanta police.

Then she got an email from the agency thanking her for returning the car. She figured the matter was resolved until she was told the car was returned five days late.

“Magically, a couple of hours later, I get an email saying thanks for returning the car, but they said thanks for returning the car today, five days later, and they charged me $707,” said Sullivan-Hill. She disputed the charge with her credit card company after Hertz was a dead end, and sent a trove of documents to prove her case.

The bank sided with her and credited her account. Once again, she assumed she was free from the Hertz drama.

A collections agency came after her for the rental car

“Then two weeks ago, I get an email from a collections agency that Hertz sent me to collections for $707—the money they couldn’t collect. I’m like, ‘You’ve got to be kidding me! I don’t owe you any money,'” she exclaimed. “For five days, I didn’t know where that car was. I was in Arizona.”

After the media contacted Hertz and explained Sullivan-Hill’s situation, a spokesperson summed it up to human error. What likely happened, they said, was an employee failed to close out the rental.

Hertz apologized to Sullivan-Hill personally and told her they regretted the way she was treated. They cleared the charges against her and even gave her a $100 voucher for a future rental.