Incompetenace or just plain old laziness.

I logged a query with Avis customer care regarding an invoice that was billed incorrectly and was asked to contact the party that made the booking. I pretty sure I am being stupid but why should i contact someelse when my query is on an Avis invoice. Does this even make sense. Imean, it took me less that 5 minutes to speak to the person responsible for the booking to find out what happened but Avis cannot do the same to request whatever it is they need to rectify the situation, even after I gave them the details. Pathetic service and I just hope the clients of TMC's do not get the same pathetic service.