shocking and horrific Service!

My insurance company arranged a car when I had an accident about a month and a half ago. I went to pick up my car at Grand Central & the lady I spoke to seemed nice enough. I was told that I was required to pay about R1000 for the deposit which I did without issue. I was told that the money would be refunded 6 days after the return of the car. On the return date I was called by the woman and I told her I was 20 minutes away. She said no problem I would not be charged late fees. I arrived at the airport and stood like a ***** waiting for someone to assist.. Its now been a month and a half and I still have not received my refund. I have called and its the same pass the buck story. No one has called me back. In having to rent another car I asked them to put the money that had not been paid to me towards the new rental.The story was that it was already processed and my refund was on the way. Still no refund and I was charged for being 29 minutes late even after I stood there waiting for assistance. Where is Bronwen Shaw when you need her. I wont go back to rent a car because of the appalling service I received and still no money in my account. Not at all what I expected from Avis!