Disappointing

We had been travelling around the UK from 18 October to 7 November 2017. Upon picking up the car we found an outstanding Traffic Violation from 2015, which no-one had told us about. However we took their word for it and paid. When receiving the car we noticed that the damages and scratches were already itemised on the invoice, so did not worry to let anyone know. We however were almost bul**** into taking out additional insurance despite the one we already had. This they our insurance was not sufficient to cover all the excesses which might incur should an accident happen. Luckily no such thing did happen. Upon returning the vehicle to Gatwick, our point of pick up, the attendant informed us that we were eligible for a refund in the region of 250GBP and showed us the invoicing. However to date nothing has been received from Europcar and despite several email attempts, no-one has even bothered to contact us. This is very annoying when they bully you into paying extra but are slow to pay out! Some response from Europcar would be appreciated.