Appalling and complete disregard for your customers

Re: Avis Rental Invoice E***

Please find the below detail outlining the appalling and unacceptable customer service I have received to date.

22 October: I hired a car from your OR Tambo branch via the FNB Banking App (rental was from 28 - 31 October) and paid using my eBucks.

02 November: I received my final invoice via email.

03 November: I contacted Customer Service and reported that the invoice was incorrect as it included the cost for an Additional Driver - a charge that is waivered for FNB Private Clients. I requested that the invoice be amended to exclude this cost so that the correct amount would be deducted from my account. I received a response from Abraham Lubisi [Case: BqXfo9, Reference: rDAevW] who asked me to either contact eBucks directly to resolve the issue or provide him with a screenshot / proof that this charge is indeed waivered for FNB Private Clients. 04 November: I sent through a screenshot from my FNB App that clearly states that adding an additional driver is FREE for Private Clients. No response was received. 05 November: The incorrect amount was debited from my Account despite my request to amend the invoice beforehand. 07 November I sent through a follow-up to my correspondence of 04 November as no response was received. 08 November: I received a response from Dineo Mmusi [Case: BqXfo9, Reference: CleMqo] who requested that I forward the actual eBucks booking voucher as proof. I forwarded the booking voucher as requested. No response received. 14 November: I sent through a further follow up requesting feedback as well as contacted Customer Service telephonically to log an additional enquiry. Your Customer Service agent contacted the OR Tambo Branch (while I remained on hold) and requested the refund. He noted that the matter should be resolved within the next 2 - 3 days. I also received an email response from Bongani Chili [Case: BqXfo9, ***] reiterating the above and that the matter should be resolved within 2 - 3 days. 17 November: To give your team the benefit of the doubt, this date marked Day 3 of waiting for the matter to be resolved.

29 November: The above was emailed through to your customer care team. No response has been received and no one has contacted me. It is now the 2nd of December, a month since I contacted your team and nothing has been rectified or amended during this time. No one has contacted me or given me feedback or an update. Worst of all, I have yet to be refunded, bearing in mind that I am the one out of pocket due to your incompetence. This is really poor and unacceptable customer service - benefits aside, I will never make use of your services privately or professionally again. Furthermore I will be sharing this experience with the FNB Private Clients team as your bad service reflects poorly on them in choosing you as a rewards partner.