Extremely bad service and charges incurred by their drivers for e-tolls

My query is regarding a deduction on my deposit which Europcar blatantly refuses to pay. It was my insurance company that booked their services while my car was being repaired. The car was delivered to me on the 9th June 2020 (confirmed time was 11:30am) I waited until 1:30pm for the car? I called Europcar but it seems no one cares and you are kept waiting. Extremely annoying and bad customer services.

The car was returned on the 9 July 2020 and according to the contract I should be receiving my entire deposit of R1470. I have sent various emails, called their office and I have WhatsApp their Operations Manager Bonita. She never acknowledges or responds timeously. I may have emailed her over 10 times and yet I am still waiting for part of my deposit. My argument is - I never drove on any highway or through any e-toll, yet I am being charged for these. I have requested that they send me proof showing that I drove the hired car - requesting they send me date and times. Only to receive a message saying that their driver delivered the car to me using the e-tolls, and this is charged to me. I read the contract and nothing of that is on the document. I have used other car hire companies and never experienced such issues and bad service. Europcar is by far the worst car hire company and I would advise anyone out there not to use them. They are a bunch of ********. They are quick to take your deposit and then it is a fight to get your refund. I have also advised my Insurance company not to use their services and to try and give us the customer the opportunity to select the car rental company that we trust.