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Below letter to CEO. No reply was received from this letter! Dear Madam,
I am writing to formally escalate an unresolved and deeply concerning matter involving Avis, following extensive but unsuccessful engagement with your operational and customer service teams.
Despite repeated correspondence, documented evidence, and direct confirmation from my bank (Nedbank), Avis has failed to refund an amount of R7,639.92 which Avis claims was processed but which has never been credited to my AMEX account.
Summary of the Issue
The original agreed rental amount was R18,361.00.
My AMEX card was charged a total of R34,692.42, far in excess of the agreed amount.
Avis confirmed that a refund of R7,639.92 was processed.
Nedbank has formally confirmed that no such refund was ever received, banked, or reversed.
I provided full AMEX transaction statements covering 14 July 2025 to 15 November 2025, clearly showing all debits and credits.
The only refund received from Avis was R1,399.00 (one-way fee), credited on 29 October 2025.
Avis staff were repeatedly informed that the R7,639.92 refund does not reflect on my account.
Since then, I have received no response or follow-up, despite clear undertakings to investigate.
Today is 22 December, and the matter remains unresolved.
Serious Concerns
This situation reflects:
A failure of basic financial controls,
Prolonged retention of client funds without justification,
Poor escalation handling,
And a complete breakdown in customer accountability.
I am a long-standing and loyal Avis client, and it is extremely disappointing that this matter has been allowed to deteriorate to this level.
Required Action
I now formally request that Avis:
Immediately reprocess and settle the refund of R7,639.92, and
Provide verifiable proof of settlement, not merely an authorisation or internal screenshot.
Notice of Further Action
Should this matter not be resolved without further delay, I will proceed with:
Formal referral to the Consumer Protection Ombudsman,
Escalation to external dispute resolution channels,
And recovery of the outstanding amount together with all associated costs, which will be claimed from Avis.
This letter constitutes formal executive notice. I trust that senior management will now intervene to ensure that this matter is resolved promptly, transparently, and correctly.
I look forward to your urgent response.
Yours sincerely,
*** Pieter
Do you genuinely consider this level of service to be acceptable—particularly towards a loyal, long-standing customer?Had this situation occurred under my own responsibility in a professional capacity, I would have been deeply ashamed of the manner in which it was handled.The refund has now been received, and I will not be providing further bank statements for investigation of an issue that has already been resolved after undue delay. However, I expect Avis to reflect seriously on how this matter was managed and on the clear breakdown in communication and accountability that occurred.Kind regards, Pieter
Do you genuinely consider this level of service to be acceptable—particularly towards a loyal, long-standing customer?Had this situation occurred under my own responsibility in a professional capacity, I would have been deeply ashamed of the manner in which it was handled.The refund has now been received, and I will not be providing further bank statements for investigation of an issue that has already been resolved after undue delay. However, I expect Avis to reflect seriously on how this matter was managed and on the clear breakdown in communication and accountability that occurred.Kind regards, Pieter
May we kindly confirm whether your matter has since been resolved?
If not, please send us a direct message on Avis South Africa Facebook with your details so we can assist further.
Kind regards,Avis Customer Service Team
May we kindly confirm whether your matter has since been resolved?
If not, please send us a direct message on Avis South Africa Facebook with your details so we can assist further.
Kind regards,Avis Customer Service Team