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Ian O

1 reviews | Active since Aug 2019

22 Feb 2026, 08:00

AVIS DOES NOT RETURN YOUR DEPOSIT

On 10 Feb'26 I hired a car in Cape Town. Their computer system was not working so they manually swiped my Bank Zero card that I made the booking with and paid the expected amount for the rental of R1,982.73 The deposit they swiped was R3,300.00 I returned the vehicle in good condition and they topped up the fuel at an amount of R260.87 They automatically took the amount of R267.87 from my account on 19 Feb'26 It is now the 22nd and the R3,300 deposit has still not been refunded back to me. It remains as a transaction all because the person who booked the vehicle out to me could not operate their system. Everyone else around me had no issues. This lady had to call a supervisor who in turn, swiped my card on the hand help terminal and the transaction was done. I have sent 3 emails: 1)19 Feb'26 - Automated reply, read receipt but NO response 2) 20 Feb'26 - Automated reply, read receipt but NO response 3) 22 Feb'26 - Automated reply. Await further response. This level of customer service is poor and extremely frustrating. R3,300.00 has been deducted from my account. I need to reversed immediately. Since the 19th Feb'26 there has been no interaction from their Customer Service desk to attend to this matter. Will I be using Avis again - certainly NOT!!!

0
Replies (7)
Avis
Avis's reply22 Feb 2026, 22:29
Official
Dear Mr Oberem, 

 Thank you for bringing this matter to our attention. We sincerely apologise for the frustration and inconvenience you have experienced regarding your deposit refund. 

 Please be assured that this is not the level of service we strive to provide. We have escalated your query to the relevant branch and our Customer Care team for urgent investigation. The team will review the transaction details and provide you with feedback as soon as possible. 

 We appreciate your patience while we work to resolve this matter. 
IO
Ian O's update24 Feb 2026, 09:14
Reviewer Update
Dear Avis Customer Care Team,

Thank you for your response dated 22 February 2026.

However, it has now been a further two days with no feedback or resolution, and it has been 12 days since I returned the hired vehicle. To date, my deposit has still not been refunded, nor have I received any substantive update regarding the investigation you indicated would be conducted urgently.

While I appreciate the escalation, the continued delay is unacceptable. A deposit refund should not require this length of time, particularly when the vehicle was returned in good order and without incident.

I request immediate confirmation of:
  1. The exact status of my refund.
  2. The date on which the refund was processed (if it has been).
  3. Proof of payment or transaction reference.
  4. A firm timeline for resolution if it has not yet been processed.

Please treat this matter with urgency. If I do not receive clear confirmation and resolution within 24 hours, I will have no option but to escalate the matter further.

I look forward to your prompt response.

Kind regards,
Ian O
IO
Ian O's update27 Feb 2026, 11:06
Reviewer Update
Please note: This is not an international card. It is a Bank Zero Card. I await the letter to forward to the bank.
IO
Ian O's update02 Mar 2026, 15:15
Reviewer Update
Once again, AVIS has been absolutely non-responsive. No letter has been received!
IO
Ian O's update04 Mar 2026, 08:11
Reviewer Update
Despite multiple assurances and public responses, this matter remains unresolved.Avis maintains that the R3,300.00 was merely an authorisation hold and not a debit.
However:
  1. The transaction reflected as deducted from my available balance.
  2. I was incorrectly informed that an “international card” was used – this is factually incorrect. It was a locally issued Bank Zero card.
  3. Avis claims a confirmation letter was sent to me. No such letter has been received.
  4. I have had to continuously follow up, with no proactive communication or meaningful resolution from Avis.
I have now contacted my bank directly. They have advised that AVIS needs to formally instruct their merchant/acquiring bank to release the deposit amount. The bank cannot release the funds without action from AVIS.No confirmation letter has been received for me to forward to my bank, despite this being stated more than once by Avis.This matter is now going around in circles, and it is becoming increasingly apparent that AVIS is not co-operating in resolving the issue.If this was indeed an authorisation hold, Avis should provide:
  • The exact date and time the hold was released on their system.
  • The ARN (Acquirer Reference Number) or release reference.
  • The acquiring bank details.
  • Written proof of the release instruction.
It is not acceptable to simply shift responsibility to the customer without providing the necessary documentation or taking the required action on your side.The vehicle was returned in good order on 10 February 2026. This delay is unreasonable and unacceptable.I require immediate written confirmation that the release instruction has been processed, together with the relevant reference numbers.Failing this, I will proceed with formal escalation through the appropriate regulatory and banking channels.
IO
Ian O's update10 Mar 2026, 10:46
Reviewer Update
Good day Avis.
I can confirm that the matter was now resolved and a refund was processed 09 March 2026.
Avis
Avis's reply11 Mar 2026, 09:56
Official
Good day Ian,

Thank you for confirming and for the update. We’re pleased to hear that the matter has been resolved.

Kind regards.