Formal Apology for Delay in Processing Refund letter - non Action

Good day,

This correspondence is directed to both Avis, as the contracted service provider, and Discovery Insure, as the facilitator promoting Avis as the sole service partner on your platform.

Following an investigation initiated through your channels, the designated service providers engaged the relevant Avis departments and completed their due diligence. After two weeks of intervention—during which the assigned consultant acted both professionally and efficiently from Discovery Insure—I received a formal written apology from Avis on 1 October 2025, confirming that amendments had been actioned.

However, despite this written admission and confirmation of correction, no refund of the monies owed has been processed. My recent engagement with a customer care agent of Avis confirmed that no amendments or payments have been implemented, other than the erroneous transaction of 13 July 2025, which remains unresolved.

This ongoing failure to act—after formally acknowledging the error—is unacceptable. It reflects poorly not only on Avis but also on Discovery Insure, which continues to promote Avis as its exclusive service provider.

I am formally placing both parties on notice of the following:

Avis has acknowledged fault but has failed to refund the monies owed.

Discovery Insure, by endorsing Avis through your platform, bears responsibility for ensuring that your appointed providers meet minimum service and accountability standards.

Clients who rely on Discovery Insurer's recommended service provider risk non-payment and administrative negligence.

I expect prompt resolution from both the service provider and the platform that facilitates and endorses its services.