they dont take complains serious

what last year my car insurance hired avis car for then because I am working at place where I am far away from the town they deliver a car for and when that give a car he only told me about the R1000,suddently when I returned the car back the windscreen have a chip which they say I have to pay, I was angry with them cause they never explain about that, then I made an agreement and paid that money for 6 months which they deducted in my account, then last week I app**** for something to my surprise my application was unsuccessful because I owe avis then I called avis which send me from pillar to pillar, they told they cannot help me until I send them my reference and I told them I don't have it cause it happened last year February and they say I must deal with it.