Official Complaint Document Formal Complaint – Unfair Billing Practices and Invalid Refund Method (Poppy Mobility) Dear Test Achats, I would like to file a formal consumer complaint regarding Poppy Mobility, as I believe I have been subjected to unfair and non-transparent billing practices, and an invalid form of “refund” that does not comply with EU consumer protection rules. 1. Description of the issue I completed two car-sharing trips with Poppy (March 25th and April 13th, 2025) starting from Charleroi Airport. Both trips were charged almost the same amount: • €58.80 for a 2h 7min / 77 km trip • €58.50 for a 35 min / 53 km trip This pricing is objectively disproportionate and misleading. A short trip and a long trip cannot logically cost nearly the same amount. Poppy themselves acknowledged the pricing issue and gave me €30 credit as a “commercial gesture.” 2. The “refund” provided was invalid Poppy refused a monetary refund and gave me internal credits, which: • were not requested by me, • had a 30-day expiration, • and were not real money. According to EU consumer protection rules, replacing real-money refunds with expiring credits is NOT a valid refund. Real money paid by the consumer does not expire. 3. Poppy now refuses to resolve the case I kindly asked for the €30 to be refunded to my bank account, but Poppy refused and said: “We consider this matter closed.” 4. Request to Test Achats I request your support to obtain: A full €30 refund to my bank account (IBAN: BE97 9675 9290 1449 – Afrim Gerbeti) A review of Poppy’s pricing transparency and compensation practices Clarification on whether expiring credit complies with Belgian/EU law 5. Evidence All screenshots and invoice images are attached in this file. Thank you for your assistance. Afrim Gerbeti IBAN: BE97 9675 9290 1449
