Confusion galore

<p>We were in a motor vehicle accident and our insurance allowed us to rent a car from Europcar Randburg. We filled in the paperwork, the car was taken out on my fiancé’s name, but the banking details and ID was matched to me. After speaking with the consultant he said there should be no issues regarding getting the deposit we had to pay back. The car was given back to Europcar after 15 days on the 17th of June. On the Monday i contacted them asking when the deposit will reflect in my account as I have now received the invoice, the lady on the phone stated that it takes 6-8 working days. It has now almost been 2 weeks and when I contacted them on Monday this week, they state that I still have the vehicle. The manager of the Randburg branch contacted me and explained that they had made a mistake and that they will sort it all out. I had to send my bank statement to them in order to get the deposit back. It has now been another 3 days and still nothing. When I phoned the manager he explained that it was because the ID for the banking details and the ID for the car wasn’t the same...then why did your consultant accept it as it was? Why is it that I now need to struggle to get my deposit back because your branch made a mistake? Why tell me I still have the vehicle when I didn’t! The service while booking the vehicle was very good....everything after taking the rental back was horrible. I cannot believe Europcar has such *********** staff!! Seriously unhappy. I hope this gets sorted today still.</p>