Zipcar complaint: Unable to collect payment?!?!

a month ago I walk toward a zip car parked at SoHo Square London.

When I got close to the car I tried to the book the car. The book would not be ed and said I had a card payment failure and ask me to update the details on the app. I did, payment still does not go through. I called Zipcar spoke to operator she ask me to do it again, I did, payment still not going through. I called my bank and ask if there was a problem with zipcar , the bank said no, no problem here must be the retailer.
I called back zip car, to be told that they had a problem on their system and payment was not my problem but theirs. wait a week, call zip car, still trying to fix it. I waited another week and call back. no we still have a problem.
couple days later I received an email asking if I had another card to make the payment.
What on earth is that?!?! After 5 years paying with the very same card, they come up with that!!
I ask for explanation but was given none.
The only thing to do was to close the account to avoid further charges.
Now Are this people real ?!?!
Which kind of service is that?