Deposit never refunded – contradictory explanations and unacceptable delay

I am lodging a formal complaint against Avis Budget South Africa regarding a rental deposit that has never been refunded, despite repeated follow ups and contradictory explanations from their customer service team. Rental Agreement: E*** Timeline & Issue • I rented a vehicle from Avis in January 2026. • At the start of the rental, two amounts were deducted from my bank account on 23 January: o R6,088 (390 euro which reflects under Avis document) o R3,343 • These were actual deductions, not pending authorisations. • Only R3,343 has since been acknowledged by Avis as a rental charge. • The R6,088 deposit has never been refunded. Avis’s Contradictory Responses • Avis initially advised that the deposit was released and provided a letter to present to my bank. • I submitted this letter to Discovery Bank, who confirmed no funds were ever received from Avis. • Avis then changed their position, claiming the amount was merely an authorisation hold, yet: o The funds were fully debited, not pending. o Nothing reflects as a reversal on my bank statement. o My available balance never increased. Most recently, Avis stated that the authorisation “was never charged” and that I should contact my bank again — despite clear confirmation from the bank that no refund was processed. Why This Is Unacceptable • I have been waiting since January for clarity and resolution. • I have spent weeks going back and forth between Avis and my bank. • Avis has provided inconsistent explanations, shifting responsibility while offering no proof of refund. • As a customer, I should not be expected to resolve Avis’s internal reconciliation issues. What I Am Seeking • Immediate refund of the outstanding deposit, or • Clear documentary proof (bank confirmation, transaction reference, or settlement record) showing that Avis did in fact refund the amount. This matter has dragged on far too long and has caused unnecessary stress and inconvenience. I would caution other consumers to carefully monitor deposits when renting from Avis. I trust this complaint will prompt urgent action. Lee Basson Johannesburg