Hello and thank you for your review. In the meantime, Customers please see our literal hundreds of 5 star reviews. In summary: Customer blames National Express for another party that called them demanding a payment upfront via Cashapp before getting their vehicle which we believe is another transport company. Customer wants us to "reimburse" them for money we did not take and have nothing to do with. National Express waived the broker fee out of courtesy and sympathy towards client, but all we can do. We advised them to contact Cashapp and open a case. However, car is now at port. In More Detail: Customer says they paid a party to pick up their vehicle but vanished after the payment was sent and never came. Customer also says it's the second time something like this happens. Which if true why would that person come back to work with that company? Also, customer on order was not person reaching us! Aleida is not the customer on the order but has been the person answering questions about the order. Nonetheless, National Express has taken ZERO from a customer in this manner to be called "thieves". We even opted to refund deposit and finish the order at cost as a courtesy just because we felt sympathy if someone indeed tricked them. But customer not only wanted us do that but give the money they say someone took from her via Cash App on a random phone call. At this point we find the activity suspicious on behalf of parties contacting us. To date, this is the only customer who has reported any activity like this, however why the customer is paying a stranger calling them on the phone saying they need money to go to a pick up location is not understood. Further, customer has supplied photos of the pick up of their vehicle by someone else that is not who work with or even know, yet the car has already arrived at the port in Florida. How do we know this? Customer not only had someone else get the car, but pulled our booking number at the port with our company. So car is delivered. This review seems incredibly strange. Note: To be clear, customers must only pay the carrier assigned and receive a signed bill of lading. Payments can only be made to assigned trucker! Customer clearly also booked with another company for the same service and that could have been the driver she paid to begin with.