I'm reading the communication you had with Customer Support. Based on my experience with getting the answers I need from people in positions of authority (including professors, landlords, and customer service), I suggest you may have made a number of errors. I will discuss these below. For now, since you need help that is not forthcoming from your only contact in Customer Support, I support Yosef Baskin's suggestion in the comments to escalate this to a supervisor.
It is my experience in dealing with large stores and other companies that supervisors as individuals tend to be more mature and to take customer satisfaction more seriously. A supervisor will have access to all the company information that a regular Customer Service agent does and will be very likely to provide all the help you need, plus a sincere apology for your problems. I can't guarantee it, but an extra may even be thrown in to make up for your hassle. The last thing a company needs or wants is bad reviews.
MORE EFFECTIVE COMMUNICATION
How might you have gotten answers earlier? Let's review the communication.
On The Telephone
Today they called me, I missed the call, and called back. The customer
service rep (David) tells me he doesn't work at that location.
Me: OK, can you give me the phone number for my location? CS David:
That was the same number I had called, so I figured I was dealing with
a confused person, and resorted to email.
Instead of writing David off as a "confused person," you could have said something like this: "I think that is the number you are at right now. It's the number I dialed." Let your voice trail off as he absorbs this.
In face-to-face experiences with young people serving on Customer Service, I have found they sometimes try to get out of doing their job, or maybe they're so deep in daydreaming their brains are barely functioning. I can't document a specific situation but I do remember calling a person's bluff and it was as though they suddenly woke up and focused on business. I am thinking the above line might have served to "wake" David so that he would focus on the business at hand, which he was paid to do. There's no guarantee but it might be worth trying next time.
Me via email: Hi, I can't seem to reach your location by phone, can you please call me back at [...]
CS David (same guy? I don't know): Hi Dan, I cannot call you as I am at home in my lounge (Not to mention the fact I have no credit on my personal cell phone). [...link to pre-Covid 19 pickup instructions on their site not mentioning anything about contact-less...]
As I put myself into the position of CS David, I realize that he has no way of knowing that you are the same person he has just been on the telephone with. The email does not contain that information. Because it merely asks for a call-back and does not contain any business information, this email has all the earmarkings of a prank call or scam email.
Admittedly, you don't describe the community. If this was a very small community maybe he should have recognized your name. I have lived in small communities with no more than about 500 people including school children and babies served by merchants and companies of only a dozen or so employees. In such a community, chances are real that he would have recognized your name and situation. However, in that case he would hardly have felt secure to dilly and dally irresponsibly because everyone knows everyone else and bad behaviour has consequences.
But I have also lived for a long time in a medium sized city. I have learned that when dealing with large companies in urban centres, you have to be specific. In your first email provide:
- Your full name
- Work order number if any
In the body of the email explain:
I received a telephone message at (time stamp) from (their company name) by a
(name of person if you got it) regarding (give specifics
of your car rental deal). I missed the call and tried calling back. No
answer. Initial instructions said the delivery would be contactless
due to Covid, and that I'll receive further instructions the day of. I
await instructions. I can be reached at this email address or at
That approach does a number of things:
- It tells Customer Support that this is serious business, not a prank call.
- It allows Customer Support to look up the details of your account and find the information you need.
- With this information, Customer Support can either call or write an email to directly answer your questions.
With this method, you will receive the information you need quickly, easily, and efficiently. There will be no need for further emails and there will be no frustration on either your part or of Customer Support.