Poor communication and service management

Queried billing on my account, after which I found I get billed R180 to clean the car, which I have never heard of in the past. <br> I then also found I was billed an extra day for returning the car 3 hours late after phoning the branch and informing them that I will be late. I was advised that it won't be a problem and that we won't be charged extra during the conversation.<br> <br> After querying this the incident was escalated to the manager, she said that the system managed the billing and their policy dictates a 1 hour grace period only. Very or no empathy at all.<br> <br> Shocking communication and service management