Double Charging me without Refunding me

I am writing to express my extreme dissatisfaction and frustration with the service I have received regarding a recent issue with my account. Despite my repeated efforts to resolve the matter, I have been met with inconsistent advice and a lack of resolution.

Over the past week, I have called in multiple times and been incorrectly informed that Capitec was responsible for releasing a hold on my account. However, I have consistently maintained that the transaction was a sale, not a hold. Unfortunately, my account has been debited again, and I am still awaiting a refund.

Furthermore, I would like to bring to your attention that my account was also debited for a cancellation fee, despite my timely cancellation of a booking. On 14 October 2025, I called to cancel my booking scheduled for 16 October 2025, as my trip was rescheduled to 22 October 2025. I had sufficient notice and made the cancellation within the allowed timeframe. It is unacceptable that I was still charged for the cancellation.

I have written to the head office, but my email was disregarded. As a result, I am now facing a negative balance in my bank account, which is unacceptable.

As much as Avis got to access with immediate debiting my account I request that you take immediate action to rectify this situation. I would appreciate a prompt resolution to this matter, as I have been caused undue stress and inconvenience.

I still have 2 upcoming bookings, how do I continue doing business with Avis if this is the treatment I receive.