Item: Avis
Rating: 1
Author: Pieter R

PR

Pieter R's updateReviewer Update

07 Jan 2026, 12:04

Copy of letter sent:
Dear Ms. Mafole,Today is 21 December, and despite my detailed correspondence, supporting documentation, and confirmation from Nedbank that the alleged refund of R7,639.92 was never received, I have received no follow-up, response, or resolution from you.Your continued silence leaves me with no alternative but to conclude that Avis has failed to address this matter in good faith. This issue has now been outstanding for an unreasonable period, during which Avis has retained funds that do not belong to it.Please be advised that I am now formally escalating this matter. This will include, without limitation:

Referral to the Consumer Protection Ombudsman,
Formal complaints to Avis senior management and head office, and
Further action to recover the outstanding amount of R7,639.92, together with all costs, time, and inconvenience incurred as a direct result of Avis’s failure to process the refund correctly.

All supporting documentation — including bank confirmations, transaction histories, and your own screenshots — clearly demonstrate that the refund in question was never credited to my AMEX account. Responsibility for this failure rests squarely with Avis.Should Avis still wish to resolve this matter without further escalation, I require immediate written confirmation that the refund has been correctly reprocessed and settled. Failing this, the escalation will proceed without further notice.This correspondence serves as final notice.Kind regardsvan Riet Pieter

PR

Pieter R's update07 Jan 2026, 12:04

Reviewer Update

Copy of letter sent:
Dear Ms. Mafole,Today is 21 December, and despite my detailed correspondence, supporting documentation, and confirmation from Nedbank that the alleged refund of R7,639.92 was never received, I have received no follow-up, response, or resolution from you.Your continued silence leaves me with no alternative but to conclude that Avis has failed to address this matter in good faith. This issue has now been outstanding for an unreasonable period, during which Avis has retained funds that do not belong to it.Please be advised that I am now formally escalating this matter. This will include, without limitation:

Referral to the Consumer Protection Ombudsman,
Formal complaints to Avis senior management and head office, and
Further action to recover the outstanding amount of R7,639.92, together with all costs, time, and inconvenience incurred as a direct result of Avis’s failure to process the refund correctly.

All supporting documentation — including bank confirmations, transaction histories, and your own screenshots — clearly demonstrate that the refund in question was never credited to my AMEX account. Responsibility for this failure rests squarely with Avis.Should Avis still wish to resolve this matter without further escalation, I require immediate written confirmation that the refund has been correctly reprocessed and settled. Failing this, the escalation will proceed without further notice.This correspondence serves as final notice.Kind regardsvan Riet Pieter

PR

Pieter R's updateReviewer Update

12 Jan 2026, 11:29

Dear Avis Team,Thank you for processing the refund, which has only now reflected at the beginning of January.That said, I must place my serious dissatisfaction on record.Why was I not informed directly and timeously that the refund had been reprocessed on 23 December? Why did I receive no proactive communication, despite months of correspondence, evidence provided, and repeated assurances that the refund had already been processed?More importantly, why was I forced to escalate this matter, involve my bank extensively, and ultimately approach the Consumer Protection Ombudsman before Avis took the necessary corrective action? This entire process was unnecessarily protracted, stressful, and entirely avoidable.I must ask candidly:
Do you genuinely consider this level of service to be acceptable—particularly towards a loyal, long-standing customer?Had this situation occurred under my own responsibility in a professional capacity, I would have been deeply ashamed of the manner in which it was handled.The refund has now been received, and I will not be providing further bank statements for investigation of an issue that has already been resolved after undue delay. However, I expect Avis to reflect seriously on how this matter was managed and on the clear breakdown in communication and accountability that occurred.Kind regards,

PR

Pieter R's update12 Jan 2026, 11:29

Reviewer Update

Dear Avis Team,Thank you for processing the refund, which has only now reflected at the beginning of January.That said, I must place my serious dissatisfaction on record.Why was I not informed directly and timeously that the refund had been reprocessed on 23 December? Why did I receive no proactive communication, despite months of correspondence, evidence provided, and repeated assurances that the refund had already been processed?More importantly, why was I forced to escalate this matter, involve my bank extensively, and ultimately approach the Consumer Protection Ombudsman before Avis took the necessary corrective action? This entire process was unnecessarily protracted, stressful, and entirely avoidable.I must ask candidly:
Do you genuinely consider this level of service to be acceptable—particularly towards a loyal, long-standing customer?Had this situation occurred under my own responsibility in a professional capacity, I would have been deeply ashamed of the manner in which it was handled.The refund has now been received, and I will not be providing further bank statements for investigation of an issue that has already been resolved after undue delay. However, I expect Avis to reflect seriously on how this matter was managed and on the clear breakdown in communication and accountability that occurred.Kind regards,

Avis's replyOfficial

11 Feb 2026, 06:14

Good day,
May we kindly confirm whether your matter has since been resolved?
If not, please send us a direct message on Avis South Africa Facebook with your details so we can assist further.
Kind regards,Avis Customer Service Team

Avis's reply11 Feb 2026, 06:14

Official

Good day,
May we kindly confirm whether your matter has since been resolved?
If not, please send us a direct message on Avis South Africa Facebook with your details so we can assist further.
Kind regards,Avis Customer Service Team

AVIS CAR RENTAL