Europcar Please PAY my refund

My insurance rented a car for me from Europcar on the 22nd April 2025,and I paid R2500 as a deposit.I returned back the courtesy car on the 27th of May 2025.I was invoiced R313.90 for refuelling from the R2500 deposit. And Europcar was to pay me refund of R2186.10 within 10 days.Unfortunately the car has a dent,and I was invoiced R4870 as a penalty. I called and requested them to pay the balance as I was having a deposit and the manager said the refund and the penalty are two different things I need to pay the full penalty and Europcar will pay back the refund.

I paid the penalty of R4870 on the 4th of June 2025 as requested, my name was sent to collectors, to my surprise it's been a month without Europcar paying back my refund.I have sent WhatsApp messages,called the response is always the same"The request has been sent to refund department and we will come back to you soon" And no one has bothered to come back to me. I do believe whenever they decide to pay me it will be paid with the interest the money has accumulated.