Bad services by Bidvest

I am sooooo angry at Bidvest car rental services, I rented a car on the 24th May and we encountered problems, however thanks to the Supervisor from Carlton center she was very helpful, I then spoke to Thabo at Carlton Center and he ad advised me that they will debit the R3500 and do a pre-authorization and then once I return the car then I will get the balance remaining, but no they have been debiting my account and they send an email once to Capitec to release the money since Tuesday and then it was my responsibility as the customer to find out feedback which its not fair as their car was safe, Capitec said they dont have money but its in Bidvests account, how do they expect me to survive if they take my money and hold it with them even today and they dont want to release it, Till this day im waiting for them as per promise. I hate it and its very painful im not even able sleep.