Not bad communication, because there is NONE!

I am writing to formally request the urgent refund of my R2500 deposit paid to Europcar upon delivery of the rental vehicle provided as part of my insurance claim.

The deposit was paid on delivery using my virtual card via mobile phone. At the time, the Europcar representative indicated that this could present a problem for the refund process, and I was told they would speak to a supervisor and update me. To date, I have received no communication in this regard.

Furthermore, the vehicle was originally scheduled for collection on 11 April 2025, but it was only collected on 16 April 2025, despite my insurance being informed on time.

It has now been 23 days since the return of the vehicle, and I have not received my deposit back. I understand from my broker that further details may be needed to facilitate the refund due to the use of a virtual card. However, at no point in the past 23 days has Europcar made any attempt to request this information from me.

This delay is unreasonable, and I kindly urge you to treat this matter with priority. Please confirm what specific information is required from me to enable the refund, and advise on the expected timeline for processing once that information is received.

I look forward to Europcar's prompt response and resolution.