Maxine Carls- disgusting customer service

On the 31 October 2019 I rented a car from Avis Cape Town international airport I arrived and they told me that the bank would not authorize my card for a holding deposit - I understood this process. I then spoke To the branch Supervisor Maxine Carls and she advised that they would refund the car rental money as I had pre paid prior to collection. Maxine said that she would do this on Saturday 1 November 2019 and that it would then take 2 working days for the money to reflect. A week later the money has still not reflected so I emailed Maxine and called her on the details she provided. 3 weeks later my money has not been returned and Maxine has not bother to respond to any of the mails I have sent or return my phone calls. I have also phone the customer service centre, to which they said they needed to confirm what the issue was with Maxine so they could get back to me, but no answer here either.This has been an absolute poor representation of the Avis Cape Town International Airport branch by your branch supervisor. She has not even had the decency to communicate with me and show any form of customer service. I will not be using Avis again and I’d like my money refunded as promised by Maxine.