Failure to Refund R6,318.06 Deposit – Avis East London Airport (Over 4 Months Outstanding)

Review: Failure to Refund Rental Deposit – Avis Car Rental (East London Airport)

I wish to formally raise a complaint regarding my experience with Avis Car Rental at East London Airport.

On 25 December 2025, I rented a Suzuki Swift (bronze), registration MN 53 LF GP, from Avis East London Airport, with the rental period ending on 30 December 2025. As I did not utilise a credit card for the transaction, I was required to pay a refundable deposit of R6,318.06, which was duly settled at the time of vehicle collection.

Upon return of the vehicle:

1. The vehicle was returned in the same condition as received. 2. The fuel tank was filled in accordance with rental requirements. 3. I received confirmation that all return conditions had been satisfactorily met.

I was advised by an Avis representative that the deposit would be refunded within 14 working days.

However, more than four months have since elapsed, and I have yet to receive my refund.

Despite my continued efforts to resolve this matter:

1.My bank has confirmed on multiple occasions that no refund has been received. 2. I have engaged repeatedly with staff at the Avis East London Airport branch. 3. I have been subjected to a lack of accountability, with responsibility seemingly shifted between Avis and the bank. 4. Numerous consultants have been unable to provide any clear explanation or verifiable proof of refund. 5. A representative undertook to escalate the matter to head office and provide updates, yet no written correspondence or meaningful feedback has been received, aside from a single telephonic discussion indicating unsuccessful attempts to obtain assistance.

It is deeply concerning that while the deposit was collected efficiently, there has been a complete failure to:

1. Refund the funds within a reasonable timeframe, 2. Provide proof of payment, or 3. Maintain adequate communication and accountability.

In terms of the Consumer Protection Act, consumers are entitled to fair, transparent, and timely service, including the proper handling and return of refundable deposits.

The prolonged delay and lack of resolution in this matter reflect poor service delivery and a disregard for consumer rights.

I hereby request:

1. Immediate confirmation of the refund, including valid proof of payment (transaction reference, date, and method); or 2. Immediate reimbur*****t of the full R6,318.06 deposit, should the refund not yet have been processed; and 3. A formal explanation for the delay and absence of communication.

In conclusion, this experience has been both frustrating and wholly unacceptable. The lack of service, communication, and accountability demonstrated by Avis Car Rental is deeply disappointing.

Based on my experience, I would strongly advise others to refrain from using Avis Car Rental, as the handling of customer funds and after-service support falls significantly below acceptable standards.