Europcar overbilling / Contract No reply to emails

After noticing our credit card had been billed more than expected, we contacted Europcar Joburg Airport to get an invoice. We finally got it but we were appalled that prices were more than the initial contract we agreed through [URL Removed]<br> We did not sign any document stating any change of rate or even fees so any changes made are not contractual, including the fees.<br> What's more we had a incident report, as someone drove into us. We did all the paper work necessary (ID no, insurance, police report) so that Europcar could make a claim and then reimburse us for the initial damage fees that we paid. However we have had no reassurance of when we will be reimbursed, not even a case number so that we could follow the progress of the claim. In any case, a claim fee was charged on top of that, that shouldn't be due.<br> We contacted Europcar again asking for a reply and explanation. None of this has been forthcoming.Our expectation is for a full refund for the costs over and above our Rental agreement ***. At present, when the claim is processed, Europcar will receive not only our fees but money from the perpetrator of the accident. This seems quite simply dishonest. Surely not??!