Daylight *******

Initially my experience with Avis was positive with no issues in booking and receiving a car however, after receiving my invoice my opinion changed drastically.

I filled up the tank of petrol and I took the car for a full wash to ensure that I would have no surprises on receiving my deposit back. Well.. I was still surprised.

I contact customer support on the 3rd of December to find out what the charges were relating to that were taken off my deposit.

The first customer support agent I spoke to said that she was unable to tell me what the charges were relating to and said that I should contact the branch directly.

I attempted to contact the branch directly multiple times but I was unable to get through.

I then contacted customer support again and spoke to a different customer support agent who was able to assist me.

After investigating the invoice the agent told me that it seems I was charged for toll gate fees. I asked them how this is possible as there are no e-toll systems in KZN. They told me that is it not an e-toll fee but an e-tag fee as apparently you still get charged for going through a toll gate because of the e-tag that is on the car (whatever that means). The agent started reading out a list of toll gates that I had supposedly driven through and I told them that is absolutely impossible, as I had only been through one toll gate the entire time I was using the car, and I paid cash for the toll gate.

They then told me that they would escalate the matter to the relevant department and that I would receive an update within the next 3 - 5 business days.

It has been 10 business days and I still have not received any response.

I have sent an email and received no response. I have called multiple times and every time the line is busy. I have given Avis multiple opportunities and ample time to rectify the issue or to just communicate with me before publicizing however, it seems they just do not care and are happy to ***** my money, with no reason to justify it.

The fact that the invoice does not go through some sort of auditing process to ensure the correct amount is being taken from the customer is concerning.

The lack of customer service after you have given your money over is shocking.

A proactive resolution from Avis is non-existent.

At this point, I have written the money off as clearly I am not going to receive a refund, let alone a response, and I have written Avis off as an option to use in the future.