WORST CLIENT SERVICE

I rented a vehicle in Capa e Town on 7 October and returned it at 15h00 on 9 October. A holding fee of R 6 000 was registered against my credit card. I was afterwards and on enquiry told that the hold would be released between 5-7 working day. WHY such a long time? I made call to 011 230 500 as from 17 to Friday 19 October. At about 16h20 I received a call from them - JUST TO CONFIRM THAT I TOOK THE CAR IN CAPE TOWN. No word on the release, only informed by different agents that "they will speak to the bank". 1. Why was there NO AUTOMATIC RELEASE? 2. Why was it me who had to follow up? Does affordable rental comes with the WORST ADMINISTRATIVE SERVICE AND CLIENT SUPPORT?