Terrible Service

My parents flew to KZN this morning and to their surprise when my Dad was asked to produce his credit card he left in Pretoria. They then informed me. They have booked their accommodation and car hire with Flight Centre. Without the credit card they would obviously not the get the car as the R5000 deposit needed to be reserved for the hired car. Flight centre advised that I drive to the nearest Avis which was Wonder boom and I did just that. I got to Avis and explained the situation to Zanele. Because I was on the line with my mom who is KZN, Zanele told me that the branch that is releasing the car must call them. I gave my mom the message to convey to them on her side, of which she did. Zanele and I both waited and no call came through to Avis Wonderboom. I then phoned my mom again and asked her why is Avis KZN not calling and her response was that they were asked to sit down as nothing came through on the system. I told her nothing will come through because we are waiting for the call. I repeated to my mom again that the KZN branch must call Wonderboom. Nobody wanted to help them and both my mom and dad were very frustrated. I asked her to give the manager or anyone a phone and she handed the phone to someone. I told Jeffrey that I'm getting frustrated that nobody is calling and I need to make the R5000 payment that is when Jeffrey was willing to listen. He spoke to Zanele using my phone. So if I did not have airtime my parents would still be at the airport as I type this. Once the transaction was complete this side we sent an e-mail to KZN. They still made my parents wait again as if they did not wait long enough. They had to wait 3hrs for this to be sorted as they landed at 7h00 I want to know what kind of customer service Avis KZN is giving. Does it mean that If a customer leaves their credit card then they must not be attended to???????? They must be punished. Their time must not be valued because they caused the problem anyway? Please I don't want to pull the race card but if my parents were a different colour they would have long received the car and been well away on their holiday. I had to use my phone for the whole matter to be resolved. The only time that Jeffery gave me a call is when he wanted to verify the numbers on my credit card. Now the branch wants to blame the flight centre for miscommunication of who needed to phone whom. They must own up to their bad customer service as they did not do their best to assist my parents. Appalling service AVIS KZN given by Jan & Jeffery. I'm going to share this info with my family & friends and will look for a better car service in future.