STAY AWAY FROM AVIS!! THEY FALSELY ACCUSE US OF DAMAGING THEIR VEHICLE, **********LY AND WITHOUT COMMUNICATING THE OUTCOME OF THE INVESTIGATION, DEDUCT MONEY FROM OUR ACCOUNT AND NOW THEY ARE DRAGGING THEIR FEET IN FIXING WHAT THEY ADMITTED TO MESSING UP.

I am starting to believe that Avis Customer Care doesn't actually exist because this level of care is unheard of. Honestly, they should fire the whole customer service team and replace them with robots because at this point, robots would be more likely to understand customer-centricity.

How is it that on the 11th of January, they FINALLY accept their mistake that we did not in fact damage their vehicle, and that the R4500 that was deducted from our account was done so erroneously and that Avis now owes US money. We provided our credit card details on that day and we were told that the refund is being processed and since then we have been completely ghosted.

Emails to customer care have gone unanswered, when I call, I am put on perpetual hold (the record being 23min and they STILL couldn't get a hold of Grace Mkatshwa(from Receivables and who's managing our account), I have spent hundreds of rands on hold and still, NO UPDATE, NO MONEY IN OUR ACCOUNT, ZERO CUSTOMER SERVICE!

Who can I escalate this to because clearly no one has any intention of helping in customer service- please point me in the direction of the department that actually cares about their customers. I am so close to tracking down the CEO and contacting him personally because this is getting out of hand!