CL
Charl L
1 reviews | Active since May 2025
11 Aug 2025, 12:28
Poor Refund policy - Avis
Extremely poor service from Avis. I had a vehicle for just a week and have been waiting over two weeks for a simple proof of payment confirmation. Despite multiple follow-ups, all I keep hearing from the consultants is the standard "15–30 day refund policy." Well, that period has now passed — still no refund, no confirmation email, and no accountability.
This lack of communication and delay is unacceptable. Would not recommend based on this experience.
Helpful (0)
Replies (9)0
Replies (9)
Avis's replyOfficial
12 Aug 2025, 09:30Dear Charl Lombaard,
Thank you for contacting us.
Kindly be advised that the refund was processed back into your account on the 13th of July, and because it was processed to the card, there will not be proof of payment.
We have, however, sent an email to our merchant bank, Nedbank, to confirm the payment. We will revert once conclusive feedback is received.
We apologise for any inconvenience caused.
Best Regards,
The Avis Team
Thank you for contacting us.
Kindly be advised that the refund was processed back into your account on the 13th of July, and because it was processed to the card, there will not be proof of payment.
We have, however, sent an email to our merchant bank, Nedbank, to confirm the payment. We will revert once conclusive feedback is received.
We apologise for any inconvenience caused.
Best Regards,
The Avis Team
Best regards,
Avis's reply12 Aug 2025, 09:30
Official
Dear Charl Lombaard,
Thank you for contacting us.
Kindly be advised that the refund was processed back into your account on the 13th of July, and because it was processed to the card, there will not be proof of payment.
We have, however, sent an email to our merchant bank, Nedbank, to confirm the payment. We will revert once conclusive feedback is received.
We apologise for any inconvenience caused.
Best Regards,
The Avis Team
Thank you for contacting us.
Kindly be advised that the refund was processed back into your account on the 13th of July, and because it was processed to the card, there will not be proof of payment.
We have, however, sent an email to our merchant bank, Nedbank, to confirm the payment. We will revert once conclusive feedback is received.
We apologise for any inconvenience caused.
Best Regards,
The Avis Team
Best regards,
Avis's replyOfficial
12 Aug 2025, 15:07Good day Charl,
Thank you for your patience.
Kindly note that Nedbank has confirmed that the refund was successfully processed.
Should you still allege that the refund did not reflect, you will need to send a copy of your bank statement to *** so we can further the investigation.
Best Regards,
The Avis Team
Thank you for your patience.
Kindly note that Nedbank has confirmed that the refund was successfully processed.
Should you still allege that the refund did not reflect, you will need to send a copy of your bank statement to *** so we can further the investigation.
Best Regards,
The Avis Team
Best regards,
Avis's reply12 Aug 2025, 15:07
Official
Good day Charl,
Thank you for your patience.
Kindly note that Nedbank has confirmed that the refund was successfully processed.
Should you still allege that the refund did not reflect, you will need to send a copy of your bank statement to *** so we can further the investigation.
Best Regards,
The Avis Team
Thank you for your patience.
Kindly note that Nedbank has confirmed that the refund was successfully processed.
Should you still allege that the refund did not reflect, you will need to send a copy of your bank statement to *** so we can further the investigation.
Best Regards,
The Avis Team
Best regards,
CL
Charl L's updateReviewer Update
13 Aug 2025, 08:15Good day
Thank you for your correspondence and for providing preliminary feedback.
I will proceed to send the bank statements to the email address you indicated to verify that monies have not been processed.
However, I would like to bring to your attention that the stated processing date appears to be very improbable, as the 13th of July 2025 fell on a Sunday. Kindly review and confirm the correct processing date at your earliest convenience.
Thank you for your correspondence and for providing preliminary feedback.
I will proceed to send the bank statements to the email address you indicated to verify that monies have not been processed.
However, I would like to bring to your attention that the stated processing date appears to be very improbable, as the 13th of July 2025 fell on a Sunday. Kindly review and confirm the correct processing date at your earliest convenience.
CL
Charl L's update13 Aug 2025, 08:15
Reviewer Update
Good day
Thank you for your correspondence and for providing preliminary feedback.
I will proceed to send the bank statements to the email address you indicated to verify that monies have not been processed.
However, I would like to bring to your attention that the stated processing date appears to be very improbable, as the 13th of July 2025 fell on a Sunday. Kindly review and confirm the correct processing date at your earliest convenience.
Thank you for your correspondence and for providing preliminary feedback.
I will proceed to send the bank statements to the email address you indicated to verify that monies have not been processed.
However, I would like to bring to your attention that the stated processing date appears to be very improbable, as the 13th of July 2025 fell on a Sunday. Kindly review and confirm the correct processing date at your earliest convenience.
Avis's replyOfficial
14 Aug 2025, 15:01Good day Charl,
Thank you for your response and for sending through the bank statement.
We have escalated the matter to our finance department and will revert once we have received feedback.
Please also note that our refunds team also works on weekends, so they processed the refund on Sunday the 13th of July.
Best Regards,
The Avis Team
Thank you for your response and for sending through the bank statement.
We have escalated the matter to our finance department and will revert once we have received feedback.
Please also note that our refunds team also works on weekends, so they processed the refund on Sunday the 13th of July.
Best Regards,
The Avis Team
Best regards,
Avis's reply14 Aug 2025, 15:01
Official
Good day Charl,
Thank you for your response and for sending through the bank statement.
We have escalated the matter to our finance department and will revert once we have received feedback.
Please also note that our refunds team also works on weekends, so they processed the refund on Sunday the 13th of July.
Best Regards,
The Avis Team
Thank you for your response and for sending through the bank statement.
We have escalated the matter to our finance department and will revert once we have received feedback.
Please also note that our refunds team also works on weekends, so they processed the refund on Sunday the 13th of July.
Best Regards,
The Avis Team
Best regards,
Avis's replyOfficial
14 Aug 2025, 16:15Good day Charl,
Thank you for your patience.
Please note that our finance department has confirmed that the tapes were submitted and the credit successfully went though on your card.
You will therefore need to lodge an enquiry with your merchant bank for them to trace the credit.
Hope the above is in order. Do not hesitate to contact us for any further enquiries.
Best Regards,
The Avis Team
Thank you for your patience.
Please note that our finance department has confirmed that the tapes were submitted and the credit successfully went though on your card.
You will therefore need to lodge an enquiry with your merchant bank for them to trace the credit.
Hope the above is in order. Do not hesitate to contact us for any further enquiries.
Best Regards,
The Avis Team
Best regards,
Avis's reply14 Aug 2025, 16:15
Official
Good day Charl,
Thank you for your patience.
Please note that our finance department has confirmed that the tapes were submitted and the credit successfully went though on your card.
You will therefore need to lodge an enquiry with your merchant bank for them to trace the credit.
Hope the above is in order. Do not hesitate to contact us for any further enquiries.
Best Regards,
The Avis Team
Thank you for your patience.
Please note that our finance department has confirmed that the tapes were submitted and the credit successfully went though on your card.
You will therefore need to lodge an enquiry with your merchant bank for them to trace the credit.
Hope the above is in order. Do not hesitate to contact us for any further enquiries.
Best Regards,
The Avis Team
Best regards,
CL
Charl L's updateReviewer Update
15 Aug 2025, 11:42Good day,
Send me the following correspondence on email. At least reply to the email that was sent. I do not believe we have to further communicate through Hello Peter unless this process does not get resolved. I require the payment details before a can lodge an enquiry to my bank. I trust that this will be in order.
Send me the following correspondence on email. At least reply to the email that was sent. I do not believe we have to further communicate through Hello Peter unless this process does not get resolved. I require the payment details before a can lodge an enquiry to my bank. I trust that this will be in order.
CL
Charl L's update15 Aug 2025, 11:42
Reviewer Update
Good day,
Send me the following correspondence on email. At least reply to the email that was sent. I do not believe we have to further communicate through Hello Peter unless this process does not get resolved. I require the payment details before a can lodge an enquiry to my bank. I trust that this will be in order.
Send me the following correspondence on email. At least reply to the email that was sent. I do not believe we have to further communicate through Hello Peter unless this process does not get resolved. I require the payment details before a can lodge an enquiry to my bank. I trust that this will be in order.
CL
Charl L's updateReviewer Update
20 Aug 2025, 08:02Good day Avis Team,
Your continued lack of response is once again a clear reflection of the poor service I have come to experience from your team. I have yet to receive any feedback, response from the email sent as requested on 13 August 2025., or even a courtesy call regarding the matter referenced above.
As a result, I will be escalating this issue to Discovery Insurance, as well as lodging a formal complaint with SAVRALA, given that this matter is not being taken seriously by your team.
I expect urgent attention to this issue.
Regards,
Charl Lombaard
***
Your continued lack of response is once again a clear reflection of the poor service I have come to experience from your team. I have yet to receive any feedback, response from the email sent as requested on 13 August 2025., or even a courtesy call regarding the matter referenced above.
As a result, I will be escalating this issue to Discovery Insurance, as well as lodging a formal complaint with SAVRALA, given that this matter is not being taken seriously by your team.
I expect urgent attention to this issue.
Regards,
Charl Lombaard
***
CL
Charl L's update20 Aug 2025, 08:02
Reviewer Update
Good day Avis Team,
Your continued lack of response is once again a clear reflection of the poor service I have come to experience from your team. I have yet to receive any feedback, response from the email sent as requested on 13 August 2025., or even a courtesy call regarding the matter referenced above.
As a result, I will be escalating this issue to Discovery Insurance, as well as lodging a formal complaint with SAVRALA, given that this matter is not being taken seriously by your team.
I expect urgent attention to this issue.
Regards,
Charl Lombaard
***
Your continued lack of response is once again a clear reflection of the poor service I have come to experience from your team. I have yet to receive any feedback, response from the email sent as requested on 13 August 2025., or even a courtesy call regarding the matter referenced above.
As a result, I will be escalating this issue to Discovery Insurance, as well as lodging a formal complaint with SAVRALA, given that this matter is not being taken seriously by your team.
I expect urgent attention to this issue.
Regards,
Charl Lombaard
***
Avis's replyOfficial
20 Aug 2025, 14:18Good day Charl,
Apologies for the delayed response.
We have responded to you on email.
Best Regards,
The Avis Team
Apologies for the delayed response.
We have responded to you on email.
Best Regards,
The Avis Team
Best regards,
Avis's reply20 Aug 2025, 14:18
Official
Good day Charl,
Apologies for the delayed response.
We have responded to you on email.
Best Regards,
The Avis Team
Apologies for the delayed response.
We have responded to you on email.
Best Regards,
The Avis Team
Best regards,
CL
Charl L's updateReviewer Update
18 Sept 2025, 09:27Good day,
I am following up on the unresolved dispute regarding my refund after returning the rental vehicle on 8 July 2025.
I have already provided proof from my bank confirming that no payment has been received. Furthermore, one of your service consultants confirmed via email that an error occurred, which supports my position.
Despite this, the matter remains unresolved. Please note that should this not be rectified immediately, I will have no choice but to escalate the matter formally through Discovery Insurance, as this car rental service was specifically recommended by them.
I am following up on the unresolved dispute regarding my refund after returning the rental vehicle on 8 July 2025.
I have already provided proof from my bank confirming that no payment has been received. Furthermore, one of your service consultants confirmed via email that an error occurred, which supports my position.
Despite this, the matter remains unresolved. Please note that should this not be rectified immediately, I will have no choice but to escalate the matter formally through Discovery Insurance, as this car rental service was specifically recommended by them.
CL
Charl L's update18 Sept 2025, 09:27
Reviewer Update
Good day,
I am following up on the unresolved dispute regarding my refund after returning the rental vehicle on 8 July 2025.
I have already provided proof from my bank confirming that no payment has been received. Furthermore, one of your service consultants confirmed via email that an error occurred, which supports my position.
Despite this, the matter remains unresolved. Please note that should this not be rectified immediately, I will have no choice but to escalate the matter formally through Discovery Insurance, as this car rental service was specifically recommended by them.
I am following up on the unresolved dispute regarding my refund after returning the rental vehicle on 8 July 2025.
I have already provided proof from my bank confirming that no payment has been received. Furthermore, one of your service consultants confirmed via email that an error occurred, which supports my position.
Despite this, the matter remains unresolved. Please note that should this not be rectified immediately, I will have no choice but to escalate the matter formally through Discovery Insurance, as this car rental service was specifically recommended by them.