Disgusting service

I received a Avis vehicle from my insurance on 26/01/2023. The branch in Nelson Mandela drive Bloemfontein gave a me a Renault kwid. I advised my insurance on Friday 3/02 that I cannot get along with the vehicle and was told that I can request an exchange as long as it’s within the same class. I contacted the Avis call centre on Friday afternoon and spoke to a Mr Twala who advised that he spoke to the branch at the Bram Fischer airport and they told him that I can come today (05/02) and exchange the vehicle. However when I got to the airport this morning the woman in the office was utterly rude and said she knows nothing about it and that they don’t have any vehicles available and did no further effort to try and resolve the issue. The level of service I received if one could call it that was utterly ridiculous. I drove all the way to the complete other side of town for nothing and I’m still stuck with a vehicle that I cannot get along with.