Horrible service from Avis - spesifically Avis in Tygervalley, Bellville, Cape Town (Outsurance referral)

Good day,

I would like to complain about the horrible service that I have received from Avis Car Rental.

I have an option on my insurance from Outsurance which I pay extra for, that I get a rental car if my car was in a crash and is repaired. Outsurance arranged that I get my car from Avis on the 18th of October, I was referred to the Tygervalley (High Street) branch as that is closes to my home. I had to pay a deposit of R1300 before I could take the car. I paid that amount in cash. I was promised that I will receive back the deposit 3 to 5 working days after I return the car.

I returned the car on the 6th of November. The sales lady said that she will email the final invoice to me and that the deposit (miunus the fuel used) will be paid out to me within 3 to 5 working days into my bank account. On the 15th of November (7 working days later) I still have not received back the money. I called the branch who referred me to the client care centre. They then informed me that the branch has incorrectly closed off the account and that they money has not been released. I spoke to Francois and he will sort it out and call me back by 5pm that day. He never called me back and I had to call again the next day. I called the branch again and they asked me to speak to their supervisor who is based at another branch. I spoke to her (I can't recall the name) and she said that she will phone me back. She phoned me back to say that the money has now (Friday) been released and that it will show in my account by Monday at the latest as she will indicate that it is urgent. I was not happy about this. Monday (the 19th of November, 9 working days later) I called again. The branch phone just rang after calling several times. I then called the client service centre again. They confirmed that they money was released but could not say when it will show in my account. Today (Tuesday, 20 November, 10 working days later, double the maximum promised time as per contract signed with Avis) an amount of R38 was paid into my account. I again tried to call the branch who did not answer. I called the customer service line and had to hold on for quite a while with the agent tried to figure out what happened. He then informed me that an amount of R476 had to be deducted for fuel ans service fees. I then asked about the remaining amount (R800) as I only got paid R38! He then said it was an error on the branch's side again and that he will send an email to their finance department to fix it - again taking 3 to 5 days to resolve. I asked for the finance department's details as I want to call them to arrange an immediate release but he said there is no number for them. I am extremely unhappy with the apalling customer service from Avis, what a waste of my time and money. I will also contact Outsurance and inform them that I never want to use Avis again and that they should reconsider their contract as well.