Urgent Feedback Required on Complaint & Invoice Query for RN: ***6ZA1; RA: E***

I hired a car from Avis Lanseria, on Sunday 17 November from 08h00 (around 07h45) and returned it with a full tank on the same day at 17h00 (around 16h45).

Upon bookings the car, I paid a reservation of R495, on the 16th of November; and upon picking up the car, I authorised from my bank account a holding deposit of around R3,000 odd.

I used the car on the 17th and only travelled 607 km for my entire trip from receiving the car in the morning to returning it back to Avis in the afternoon. I noted the kilometres I travelled and I also took pictures as evidence.

On 17 November after returning the car, I received via email a copy of my estimate of rental charges from Avis. To my surprise, the kilometres that were noted on the invoice were incorrect. They stated that I used the car to travel a distance of 1007 km. Upon seeing this, I immediately rep**** to the email and sent it to their customer service to query the kilometres and showing them my proof (the pictures I took) of the kilometres I travelled. I requested an audit report.

I did not receive any response from Avis, but instead on 20 November I received another email with an invoice still stating that I used the car to travel 1007 km. Upon seeing this, I again immediately rep**** to the email and sent it to their customer service to query the invoice. A few hours after sending out this email, I phoned their customer service.

On 20 November around 09h00 when I made the phone call, I spoke to Mpho Mlangene from Avis Customer service to explain my situation. He told me that he was going to look into the matter, contact the Avis Lanseria branch to do an investigation, and get back to me within 72 business hours (3 working days.) Following my telephonic conversation with Mpho, I immediately sent him an email will all my proof of the kilometres travelled and google maps history of records for my trips on the day of the 17th of November between 08h00-17h00.

On Friday, 22 November, when I checked my bank account, I realised that Avis had debited from my account two amounts (1) R2,385 for the inaccurate 1007 km that I have been billed for incorrectly, and (2) R634.02 that I have no idea what it is for, as I did pay the reservation booking fee as well as the petrol because I returned the car with a full tank and gave the receipts to the personel at Avis Lanseria when I was returning the car. Again, upon receiving this email, I immediately sent another email to customer service and to Mpho querying the amounts. On Friday 22 November, I also phoned Avis Lanseria, and spoke with Thulani, who admitted to the error of inaccurate kilometres charged on my invoice and he also mentioned that the matter is with their customer service who were to contact me before the 72 business hours ends.

Today is the 25th of November, their turnaround time has lapsed, as I expected a response from them before 09h00 today, which was 72 business hours after I sent the initial email to Mpho with this complaint. I'm not receiving any help or response from Avis, instead I'm the one following up by phoning and sending out emails to receive no response at all.

What I need as a resolution from Avis is the following: (1) An audit report clarifying the accurate kilometres I travelled; (2) Rectifications on my invoice to reflect the correct kilometres I travelled while I was using the car; (3) Rectification to reflect the correct amount I supposed to be charged and a clear reflection on the invoice of the amount owed to me; (4) Explanation of the additional R634.02 that was debited on my account; (5) Refunding or correct debiting on my bank account of the amounts owed to me.

I would appreciate if all of this can be done today before the end of business, since they didn't keep to their promised turnaround time anyway.

Further to this, I'm going to lodge the same complaint with their ombudsman before end of day today.

Thanks.