Drop off surcharge

I have been using Europcar for about 4 years, OR Thambo to home and back after my leave. I always book through the internet when I am abroad, and going back to OR Thambo, I call the local branch to arrange a car. This time I was booked a drop-off surcharge and charged double the normal rental for the trip.<br> The woman at customer care just says it is on the agreement!!!<br> So I will never use Europcar again.