Thrifty Car Rental SA - no customer service at all!

I rented a people carrier on the 3 January and paid upfront and in full. We collected the van on the 4th and by the time all the paperwork and inspections were done, we left Thrifty premises at 16h45. On our return from Mocambique we had huge issues at the border which delayed us for several hours and then had to turn back 30min into SA as there were riots and protests on the road and the police told us to turn around and head home via Hluhluwe which added another 90min to our trip. I emailed Thrifty's offices and warned them that although we had enough time to make it back, because of the speed regulator on the car (which we were not told about) we might be a little late. We drove straight through and arrived at their premises in Lanseria at about 18h45, approximately 2 hours "late".

I apologised and explained the situation to the staff who were less than sympathetic and not helpful at all and was told to try calling HO which I did, as well as emailing customer services, the Lanseria branch and Thrifty head office, only to be completely ignored. I even called the owner/manager of the Lanseria branch, Chris Munsamy, on no less than 3 occasions and he was never available.

A few days later, I find that an amount of R1497-53 was deducted from my credit card, with no warning and NO invoice. On querying this amount I was sent an invoice stating that they had billed me for another FULL DAY! I find this unreasonable as well as *********. I understand rules but surely as a regular client and with the circumstances as they were, this "penalty" could have been waivered? When I finally got someone to talk to me, they said that they understood my frustration and would see what they could do to assist. Below is the response I got after nearly a week, and 6 weeks after I initially tried to get assistance. Judge for yourself the reply and even worse, the standard of the reply and so called assistance:

Rowan Anthony Staff - 25 February 2020 9:21 AM

Dear Valued Customer

Thank you for addressing your concerns with Thrifty Car Rental.

We woukld like to sincerely apologise gor any inconvenience caused. We have investigated into your cocenrns and senior managerment of the rental location of whom have advised that the cahrge will stand as charged.

Once again we would like to sincerely apologse for any inconcerne caused.

Thank you and Kind Regards

Rowan Anthony Customer Care Agent Tel : *** Email : *** Physical Address: 17 Sim Road, Pomona, Kempton Park, Gauteng 1620 Central Reservations: *** Thrifty is a Proud Level 2 BBBEE Contributor. Member of ASATA and SAVRALA

SHOCKING ALL AROUND!!! I will no doubt get no further assistance so after years of being a loyal customer, I will no longer use Thrifty Car Rental services and will let everyone I know that customer service and loyalty does NOT exist at this company.