Imperial/Europcar-******** customers of their deposit

When i called the call centre, the agent called the Umphlanga Durban branch while i was on hold to find out reason why my deposit was not refunded, and i was told they had not done the refund as yet but it would be done in 5-days, the agent also did not understand the refund policy on the documentation provided to me on receiving the hire car, and wanted me to send her a copy. It seems to me a hire car business whose staff do not know their own policies, is a sad business heading for disaster. . I blame Imperial Holding which clearly does not have any ethics either. From the multitude of negative responses on hellopeter, i do not see any hope in contacting this company directly, only alternative is to hand this matter to my attorney for collection with cost, and post this all platforms of social media. I am yet to receive a call from a so-called manager to rectify this, i do not expect a call given all the negative experiences from other customers .