Pathetic service

My insurance rented a courtesy car for me from europcar Hatfield and thy dd tell me to pay a refundable R1427 up front n told me the conditions of refund which i dd.... I returned their car onthe 17th jan 2021 and was tld refunds takes upto 7 working days bt to my surprise up to today i ddnt get anything on my acc... I cald dem i was tld the car has a scratche n i askd dem if the scratch is costing R1427 and the lady said ther is no qoute on it n xel wil check with the claim department n up to todate i have heard nothing from dem m beginning to ask whether the car even have a scratch or thy jst dont want to refund the money