Appalling service from the Claims Department

Two weeks ago while in Durban with my wife, we rented a car from Europcar for the week. We took out the super waiver coverage that covered Theft & Damage to the vehicle with limited liability excess. <br> <br> On our final evening the car was broken into while parked in a secure parking lot with security guards & cameras, as well as paypoints and security booms. A case was opened at the Durban North police station. Upon returning the vehicle, the excess for the waiver was released back onto my credit card.<br> <br> 2 weeks down the line and without ANY notice or common courtesy telephone call, the amount for the excess was deducted from my card - R4,510.00. I find this highly unacceptable that not a single call was made to keep me updated with this or to even make me aware that they had in fact decided that the liability should fall upon us, even though there was absolutely no negligence on our part. <br> <br> What I find further frustrating was that having spoken to their claims call centre on Tuesday afternoon and being told someone would be in contact 'within the hour', we had to wait 2 days to hear back from them with no apology or explanation as to why they did not have the decency to make contact.