TM
Thabo M
1 reviews | Active since Mar 2026
16 Mar 2026, 15:05
Avis Holding Two Deposits for One Rental
I am extremely disappointed with the way my rental account has been handled by Avis.
On either the 3rd or 4th of March, my vehicle was booked in for repairs and my insurance arranged a courtesy vehicle through Avis. When I collected the vehicle, I paid a holding deposit of R2250 under the insurance rental agreement.
The rental agreement was for 30 days, with the last day being the 6th of March.
When the insurance period ended, I chose to continue renting the vehicle under my personal account. Avis informed me that they would close the insurance profile and open a new rental profile under my name, which required a new deposit of R3500. I paid this amount as requested.
At this point, the insurance rental had ended, meaning the R2250 deposit associated with that agreement should have been released.
However, a week later the R2250 was still not released. When I contacted Avis, I was told that they would not release the R2250 deposit and that both deposits (R2250 + R3500 = R5750) will only be refunded when I return the vehicle.
This makes absolutely no sense.
Avis is now holding two deposits for two different rental agreements, even though the insurance rental account was closed. Essentially, they are holding more than the required deposit amount for a single active rental.
This is unfair and unreasonable, as customers should not be required to fund two deposits simultaneously for one vehicle due to an internal administrative change.
I would appreciate clarity from Avis on:
Why the insurance deposit was not released when that rental agreement ended
Why customers are expected to carry two deposits for two separate agreements
When the R2250 will be released
This experience has been frustrating and disappointing, and I hope Avis will resolve this matter urgently.
Helpful (0)
Replies (5)0
Replies (5)
Avis's replyOfficial
16 Mar 2026, 16:31Dear Thabo,
Thank you for bringing this matter to our attention. We apologise for the experience and understand your concern regarding the deposits app**** to your rental.
Your feedback has been noted and the matter has been escalated to the relevant team for investigation. We will revert once feedback has been received.
Kind regards,
Avis Southern Africa
Thank you for bringing this matter to our attention. We apologise for the experience and understand your concern regarding the deposits app**** to your rental.
Your feedback has been noted and the matter has been escalated to the relevant team for investigation. We will revert once feedback has been received.
Kind regards,
Avis Southern Africa
Avis's reply16 Mar 2026, 16:31
Official
Dear Thabo,
Thank you for bringing this matter to our attention. We apologise for the experience and understand your concern regarding the deposits app**** to your rental.
Your feedback has been noted and the matter has been escalated to the relevant team for investigation. We will revert once feedback has been received.
Kind regards,
Avis Southern Africa
Thank you for bringing this matter to our attention. We apologise for the experience and understand your concern regarding the deposits app**** to your rental.
Your feedback has been noted and the matter has been escalated to the relevant team for investigation. We will revert once feedback has been received.
Kind regards,
Avis Southern Africa
TM
Thabo M's updateReviewer Update
18 Mar 2026, 04:08I am formally escalating this matter regarding the unjustified retention of two deposits on my rental account.
Your explanation that this was a “rental extension” is factually incorrect and does not align with what occurred.
To clarify:
1. The original rental agreement was under an insurance account, which was formally closed I explicitly consented only to the creation of a new personal rental profile, not to an extension of the insurance agreement
2. I was required to pay a new deposit of R3500, which I did
3. I also signed a deposit release form at the time of closing the insurance account, which explicitly authorizes the release of the R2250 deposit
Despite this:
1. Avis has retained the R2250 deposit linked to a closed agreement
2. While simultaneously holding the R3500 deposit for the active agreement
3. Bringing the total held to R5750 for a single vehicle
This is procedurally inconsistent and financially prejudicial.
If this were truly an extension:
1. Why was a new rental agreement created?
2. Why was I required to pay a full new deposit of R3500, instead of simply topping up the existing R2250 by R1250?
Your current position is contradictory and unjustifiable.
Consumer Rights Concern
Your actions may be in breach of the Consumer Protection Act 68 of 2008, specifically:
Section 48 (Unfair, unreasonable, or unjust contract terms) Holding two deposits for one active rental, without clear justification, is unfair and financially excessive
Section 41 (Misleading or deceptive representations) I was not informed that my initial deposit would be retained despite:
* Closing the insurance agreement
* Signing a deposit release form
Section 54 (Right to fair value, good quality, and service) The handling of this transition reflects poor service and lack of transparency
Required Resolution
I now require the following:
1. Immediate release of the R2250 deposit linked to the closed insurance agreement
2. Written confirmation of:
* The closure of the insurance agreement
* The legal basis (if any) for retaining the deposit despite a signed release form
3. A copy of the signed deposit release documentation on your system
Notice of Further Escalation
Should this matter not be resolved within 3–5 business days, I will proceed with escalation to:
* The National Consumer Commission
* The Motor Industry Ombudsman of South Africa
* And pursue formal complaint channels, including public escalation
This situation is both avoidable and unacceptable, and I expect urgent corrective action.
Your explanation that this was a “rental extension” is factually incorrect and does not align with what occurred.
To clarify:
1. The original rental agreement was under an insurance account, which was formally closed I explicitly consented only to the creation of a new personal rental profile, not to an extension of the insurance agreement
2. I was required to pay a new deposit of R3500, which I did
3. I also signed a deposit release form at the time of closing the insurance account, which explicitly authorizes the release of the R2250 deposit
Despite this:
1. Avis has retained the R2250 deposit linked to a closed agreement
2. While simultaneously holding the R3500 deposit for the active agreement
3. Bringing the total held to R5750 for a single vehicle
This is procedurally inconsistent and financially prejudicial.
If this were truly an extension:
1. Why was a new rental agreement created?
2. Why was I required to pay a full new deposit of R3500, instead of simply topping up the existing R2250 by R1250?
Your current position is contradictory and unjustifiable.
Consumer Rights Concern
Your actions may be in breach of the Consumer Protection Act 68 of 2008, specifically:
Section 48 (Unfair, unreasonable, or unjust contract terms) Holding two deposits for one active rental, without clear justification, is unfair and financially excessive
Section 41 (Misleading or deceptive representations) I was not informed that my initial deposit would be retained despite:
* Closing the insurance agreement
* Signing a deposit release form
Section 54 (Right to fair value, good quality, and service) The handling of this transition reflects poor service and lack of transparency
Required Resolution
I now require the following:
1. Immediate release of the R2250 deposit linked to the closed insurance agreement
2. Written confirmation of:
* The closure of the insurance agreement
* The legal basis (if any) for retaining the deposit despite a signed release form
3. A copy of the signed deposit release documentation on your system
Notice of Further Escalation
Should this matter not be resolved within 3–5 business days, I will proceed with escalation to:
* The National Consumer Commission
* The Motor Industry Ombudsman of South Africa
* And pursue formal complaint channels, including public escalation
This situation is both avoidable and unacceptable, and I expect urgent corrective action.
TM
Thabo M's update18 Mar 2026, 04:08
Reviewer Update
I am formally escalating this matter regarding the unjustified retention of two deposits on my rental account.
Your explanation that this was a “rental extension” is factually incorrect and does not align with what occurred.
To clarify:
1. The original rental agreement was under an insurance account, which was formally closed I explicitly consented only to the creation of a new personal rental profile, not to an extension of the insurance agreement
2. I was required to pay a new deposit of R3500, which I did
3. I also signed a deposit release form at the time of closing the insurance account, which explicitly authorizes the release of the R2250 deposit
Despite this:
1. Avis has retained the R2250 deposit linked to a closed agreement
2. While simultaneously holding the R3500 deposit for the active agreement
3. Bringing the total held to R5750 for a single vehicle
This is procedurally inconsistent and financially prejudicial.
If this were truly an extension:
1. Why was a new rental agreement created?
2. Why was I required to pay a full new deposit of R3500, instead of simply topping up the existing R2250 by R1250?
Your current position is contradictory and unjustifiable.
Consumer Rights Concern
Your actions may be in breach of the Consumer Protection Act 68 of 2008, specifically:
Section 48 (Unfair, unreasonable, or unjust contract terms) Holding two deposits for one active rental, without clear justification, is unfair and financially excessive
Section 41 (Misleading or deceptive representations) I was not informed that my initial deposit would be retained despite:
* Closing the insurance agreement
* Signing a deposit release form
Section 54 (Right to fair value, good quality, and service) The handling of this transition reflects poor service and lack of transparency
Required Resolution
I now require the following:
1. Immediate release of the R2250 deposit linked to the closed insurance agreement
2. Written confirmation of:
* The closure of the insurance agreement
* The legal basis (if any) for retaining the deposit despite a signed release form
3. A copy of the signed deposit release documentation on your system
Notice of Further Escalation
Should this matter not be resolved within 3–5 business days, I will proceed with escalation to:
* The National Consumer Commission
* The Motor Industry Ombudsman of South Africa
* And pursue formal complaint channels, including public escalation
This situation is both avoidable and unacceptable, and I expect urgent corrective action.
Your explanation that this was a “rental extension” is factually incorrect and does not align with what occurred.
To clarify:
1. The original rental agreement was under an insurance account, which was formally closed I explicitly consented only to the creation of a new personal rental profile, not to an extension of the insurance agreement
2. I was required to pay a new deposit of R3500, which I did
3. I also signed a deposit release form at the time of closing the insurance account, which explicitly authorizes the release of the R2250 deposit
Despite this:
1. Avis has retained the R2250 deposit linked to a closed agreement
2. While simultaneously holding the R3500 deposit for the active agreement
3. Bringing the total held to R5750 for a single vehicle
This is procedurally inconsistent and financially prejudicial.
If this were truly an extension:
1. Why was a new rental agreement created?
2. Why was I required to pay a full new deposit of R3500, instead of simply topping up the existing R2250 by R1250?
Your current position is contradictory and unjustifiable.
Consumer Rights Concern
Your actions may be in breach of the Consumer Protection Act 68 of 2008, specifically:
Section 48 (Unfair, unreasonable, or unjust contract terms) Holding two deposits for one active rental, without clear justification, is unfair and financially excessive
Section 41 (Misleading or deceptive representations) I was not informed that my initial deposit would be retained despite:
* Closing the insurance agreement
* Signing a deposit release form
Section 54 (Right to fair value, good quality, and service) The handling of this transition reflects poor service and lack of transparency
Required Resolution
I now require the following:
1. Immediate release of the R2250 deposit linked to the closed insurance agreement
2. Written confirmation of:
* The closure of the insurance agreement
* The legal basis (if any) for retaining the deposit despite a signed release form
3. A copy of the signed deposit release documentation on your system
Notice of Further Escalation
Should this matter not be resolved within 3–5 business days, I will proceed with escalation to:
* The National Consumer Commission
* The Motor Industry Ombudsman of South Africa
* And pursue formal complaint channels, including public escalation
This situation is both avoidable and unacceptable, and I expect urgent corrective action.
TM
Thabo M's updateReviewer Update
20 Mar 2026, 09:34I am extremely concerned that your latest response contains information that is factually incorrect.
You stated that the R2250 deposit was “carried over” and app**** to my current rental. This is not true.
On 19 March, I visited your branch in person to seek clarity and proceeded to return the vehicle due to this ongoing dispute. During this visit, your consultant confirmed that I have two separate rental agreements on your system:
Discovery Insurance Rental Agreement – ***
Personal Rental Agreement – ***
This directly contradicts your statement that the deposit was “carried over.”
Further findings from your branch:
The insurance account (***) has been placed on a “no refund” status without any valid explanation
The personal account (***) reflects a separate deposit of R3500
This confirms that the R2250 deposit was NOT transferred or used toward the active rental
You stated that the R2250 deposit was “carried over” and app**** to my current rental. This is not true.
On 19 March, I visited your branch in person to seek clarity and proceeded to return the vehicle due to this ongoing dispute. During this visit, your consultant confirmed that I have two separate rental agreements on your system:
Discovery Insurance Rental Agreement – ***
Personal Rental Agreement – ***
This directly contradicts your statement that the deposit was “carried over.”
Further findings from your branch:
The insurance account (***) has been placed on a “no refund” status without any valid explanation
The personal account (***) reflects a separate deposit of R3500
This confirms that the R2250 deposit was NOT transferred or used toward the active rental
TM
Thabo M's update20 Mar 2026, 09:34
Reviewer Update
I am extremely concerned that your latest response contains information that is factually incorrect.
You stated that the R2250 deposit was “carried over” and app**** to my current rental. This is not true.
On 19 March, I visited your branch in person to seek clarity and proceeded to return the vehicle due to this ongoing dispute. During this visit, your consultant confirmed that I have two separate rental agreements on your system:
Discovery Insurance Rental Agreement – ***
Personal Rental Agreement – ***
This directly contradicts your statement that the deposit was “carried over.”
Further findings from your branch:
The insurance account (***) has been placed on a “no refund” status without any valid explanation
The personal account (***) reflects a separate deposit of R3500
This confirms that the R2250 deposit was NOT transferred or used toward the active rental
You stated that the R2250 deposit was “carried over” and app**** to my current rental. This is not true.
On 19 March, I visited your branch in person to seek clarity and proceeded to return the vehicle due to this ongoing dispute. During this visit, your consultant confirmed that I have two separate rental agreements on your system:
Discovery Insurance Rental Agreement – ***
Personal Rental Agreement – ***
This directly contradicts your statement that the deposit was “carried over.”
Further findings from your branch:
The insurance account (***) has been placed on a “no refund” status without any valid explanation
The personal account (***) reflects a separate deposit of R3500
This confirms that the R2250 deposit was NOT transferred or used toward the active rental
TM
Thabo M's updateReviewer Update
20 Mar 2026, 10:52I have handed this matter to my legal representative for the following reasons:
You have falsified information about
1. The R2250 deposit was carried over and used for your current rental.
2. You **** that the insurance rental agreement was extended, so the deposit remains, while I did not consent to the extension but consented only to the new agreement.
3. You deliberately placed the insurance rental agreement on "Not Refund" without any reason.
4. I signed a deposit release form when closing the insurance account but still held the money to spite customers.
5. You did everything you could to refuse refunding and wouldn't admit that you were wrong and take responsibility. Instead, you acted like victims and accused me of making false regarding two deposit held in two separate accounts for one car.
I suggest you listen to this recording: ***
You have falsified information about
1. The R2250 deposit was carried over and used for your current rental.
2. You **** that the insurance rental agreement was extended, so the deposit remains, while I did not consent to the extension but consented only to the new agreement.
3. You deliberately placed the insurance rental agreement on "Not Refund" without any reason.
4. I signed a deposit release form when closing the insurance account but still held the money to spite customers.
5. You did everything you could to refuse refunding and wouldn't admit that you were wrong and take responsibility. Instead, you acted like victims and accused me of making false regarding two deposit held in two separate accounts for one car.
I suggest you listen to this recording: ***
TM
Thabo M's update20 Mar 2026, 10:52
Reviewer Update
I have handed this matter to my legal representative for the following reasons:
You have falsified information about
1. The R2250 deposit was carried over and used for your current rental.
2. You **** that the insurance rental agreement was extended, so the deposit remains, while I did not consent to the extension but consented only to the new agreement.
3. You deliberately placed the insurance rental agreement on "Not Refund" without any reason.
4. I signed a deposit release form when closing the insurance account but still held the money to spite customers.
5. You did everything you could to refuse refunding and wouldn't admit that you were wrong and take responsibility. Instead, you acted like victims and accused me of making false regarding two deposit held in two separate accounts for one car.
I suggest you listen to this recording: ***
You have falsified information about
1. The R2250 deposit was carried over and used for your current rental.
2. You **** that the insurance rental agreement was extended, so the deposit remains, while I did not consent to the extension but consented only to the new agreement.
3. You deliberately placed the insurance rental agreement on "Not Refund" without any reason.
4. I signed a deposit release form when closing the insurance account but still held the money to spite customers.
5. You did everything you could to refuse refunding and wouldn't admit that you were wrong and take responsibility. Instead, you acted like victims and accused me of making false regarding two deposit held in two separate accounts for one car.
I suggest you listen to this recording: ***
TM
Thabo M's updateReviewer Update
21 Mar 2026, 06:27You have my details, you can contact me or direct your concerns. I am not waisting a second of my time trying to explain myself. At this point lets leave this to our legal reps to talk. I have tried engaging with you and you failed to investigate last time. Even now you want me to direct this to another useless department, what you investigating actual theft or ******? I have already provided all the account details required for you to take action and resolve this. So what investigation are you planning to do, please enlighten me?
TM
Thabo M's update21 Mar 2026, 06:27
Reviewer Update
You have my details, you can contact me or direct your concerns. I am not waisting a second of my time trying to explain myself. At this point lets leave this to our legal reps to talk. I have tried engaging with you and you failed to investigate last time. Even now you want me to direct this to another useless department, what you investigating actual theft or ******? I have already provided all the account details required for you to take action and resolve this. So what investigation are you planning to do, please enlighten me?