Unreliable

Service at Avis Newcastle really sucks, it's been 2 full weeks approaching the 3 week waiting for my refund. And worse they don't have a decency to call and update me on the progress, I have to waste my airtime calling them and they make empty promises. Last week they said a person who deals with refunds is on leave. A big company like avis is only manage by 1 person whenever (s)he is not around everything stops? I'm really disappointed on their bad customer service