Unprofessional Call Centre Agents

To whom this may concern,

I called in to the Call Centre (***) on Tuesday 8th September 2026 to enquire about the confirmation of my car rental booking which was initially for a Polo Vivo Auto as seen below attachment and I paid ZAR 2,043.30

I was told my booking was canceled due to unavailability of the vehicle. I then requested that instead of getting a refund can they please give me another vehicle even if it is a manual to the cost that I have already paid.

I was then sent confirmation of the new vehicle booking (Polo Vivo Manual ) and I was told the cost would be ZAR 1,575.01 and I would forfeit the remaining balance as they are unable to refund it and I agreed.

I was sent the attached confirmation with a reservation number.

Today 9th of September I called Avis in Richards Bay and they said there is no car booking allocated to this reservation number (2***-ZA-4/1) and the booking that was there has been cancelled and they advised me to call the call centre again to confirm this.

I called and got through to a different agent by the name of Katlego who said there is no booking and indeed it was cancelled and he said in order to get a refund he will put me through to customer care as they deal with cancellation refunds. I obliged and I was put on hold till I eventually dropped the call.

I then called again and spoke to Refiloe who said she will put me through to customer care again and I was put through to Sbusiso who assured me that my refund has now been requested through to the finance department, I asked for proof in the form of an email and he said they don't provide such however I should wait for the finance department who will be in contact with me with between now and the next 15 days.

I am putting this on record in the event that I do not get my refund as told since what was supposed to be an easy process was made to be so difficult and I deem it extremely unprofessional to go as far as sending someone an email to confirm a booking that is non existent.

As such I am due for a refund of the amount ZAR 2,043.30.