Europcar ?

I have rented a car for 2 weeks plus and was sold on the full house insurance with the car. This included windscreen ext.

Now I even took the car for additional 3 days. I returned the car on the agreed day and time.

Now there was a windscreen chip that ran this was 1.5 mm long and I was happy that I took the additional insurance.

Now I paid cash and this included the deposit. I am requesting for feedback as to the deposit that needs to be repaid and I just do not get a reply straight forward.

I was told that the windscreen chip needs to be fixed then I can get the deposit back. My question is simple. Why do you sell extra insurance that covers this and then get told there is no additional cost but I will wait 14 to 21 days before the refund

Also no one is willing to call the car depot to hear if there is a update to assist. During this times where every cent is counted. I can not see why I am placed on hold and not getting feedback as to when I can get the deposit.

I need to also pay people and places and can not make arrangements at all due to a windscreen chip 1.5mm big with full house insurance on the rental car.

Regards

B Botes