Deduct R11135 with no proof or response

We returned the car on Friday 20th Feb and asked the person receiving cars, to check it-he said \it's fine". The next day I received a call from PE branch saying there was a scratch on the passenger doors. I said we had not seen any scratch and the caller said the manager would phone me on the Monday and send me photos of \""the scratch\"". I hadn't heard anything by the Friday so I phoned the PE branch. I was again told the manager would phone me back. She phoned and promised investigate and email me photos of \""the scratch\"". Nothing. I then had R11135.15 deducted from my bank account on 27/2. I tried to email Europcar-not possible"