Avis Unprofessional Services

I booked a car during a travel time but had to cancel this booking as the travel plans changed. I got an email from Avis whereby they notify you that you need to contact them to get the refund of the payment processed. I contacted Avis on the day of the cancellation which was well in advance before the pick up whereby the lady told me it will take 15 days for the refund. I contacted them now again 18 days later as i do not see the refund and they proceed to tell "Oh sorry but no refund was requested". So not only did the woman I spoke to do her job, I now have to wait another 15 days for the refund. I went to the bank also the same day whereby the bank has requested for that refund and we got an email from the bank also stating it will take 15 days, but this agent tells me still there is no record of it. I am ultimately shocked by the poor services of such a global company. I cannot believe i have to wait another 15 days before this company pays my money back making it a total of 30 days. What is more surprising to me is that it should be logical to request the funds automatically when a cancellation is made. A client should not have to contact you point 1 to actually ask you for it to be paid back. If the client do not contact them do they actually just keep the money. Really??? Very unprofessional service. Shocking.