Europcar's poor claims and recovery department

<p>I hired vehicle from Europcar and collected at cape town airport. During my stay a 3de party bumped into my stationary vehicle. We exchanged details for insurance purpose. I reported and asked Europcar how does it work. Customer service checked rental agreement no and said excess is R 2650 and i must pay that. On returning the vehicle 11/10/2016, i was told they keep my R 3000 deposit until claim is resolved and then i will be refunded because i have all the 3de party details and claim wil be submitted. I supp**** the 3d part's claim number etc. I followed up with Europcar on 18/10/2016. They gave me Noelene's details and she said 3de party invoice has been generated. 20/10/2016 i recieved an invoice for R1216.18 that shows i am liable for that. It was deducted from my c/card account without consent or any notification or communication. The R 3000 deposit was also deducted but knew that they will keep the deposit until claim has been resolved. I queried it with Noelene 20/11/2016 with no response. 27/10/2016 followed up again due to no response. 31/10/2016 Noelene responded that it has been handed over to 3de part external collectors. 4/11/2016 i contacted 3de party's insyrance Miway and Ophera stated that the claim has been opened and they are awaiting Europcar to submit teller of demand. 4/11/2016 i phoned Europcar and Left message for Sherard (Noelen's) manager to contact me. 18/11/2016 Phone again since no one called me, spoke to James and gave him my detail. He said he will give me a call back on the status. 21/11/2016 no call has been recieved yet. I adressed a mail to Sherard asking reasons for no response and why the letter of demand has not been submitted. 22/11/2016 recieve call from 3de party collecters telling me that the letter of demand will be submitted the same day. 22/11/2016 i adressed an e-mail again to Sherard asking the reason for the delay, asking if the letter of demand includes the R4269.18 or how will I get this back. There is no clarity or informed communication</p>