Avis Ladysmith Robb me

I've payed Avis Ladysmith R2000 for rental mid October and when I returned they car 20 November 2023

Same week they were able to debit R188 for toll gate from my account Since the car had a tag

Now I have not received my refund of R2000 and the email Im Getting from them is that the bank has payed me back my money of which I have not received and they can't provide me with the Pop or the date of payment

Honestly big company like Avis don't keep records of 2 months

Hello Peter please help

And the inconvenience is painful