Bad Service and Breach of Contract

I booked a car rental in Jan 2016 and the vehicle was returned on 26th Jan 2016. Apparently the hold on the credit card would take 3-5 days. This was not done. I called and spoke to Quintus on 9th Feb who said that apparently the bank sent the refund request back and said a manual refund o be done. Why was this not communicated through? Am I, as the client, supposed to follow up on a process that they are supposed to do automatically. Quintus advised that it would take about 2-3 days. This did not happen. I called back today and was told it takes 10-14 days??? How is this good customer service when they cannot even stick to their own t&c's?? This is unacceptable as I have been given the runaround since day 1. I need this sorted out ASAP because I don't think that it is legal for a company to withhold a deposit for almost a month. I need an answer today because all the Randburg branch can tell me is that there is nothing that they can do when they are responsible for the problem.