Payment Ignored and Unjust Threats of Legal Action Despite Proof of Settlement

I am writing to formally lodge a complaint against Europcar for ongoing harassment and administrative negligence despite my full cooperation and timely payment.

Here is a summary of the events:

30 June 2025: Vehicle LY54PLGP was hired from Europcar Krugersdorp following an accident.

24 June 2025: Vehicle was returned with windscreen damage.

3 July 2025: I received Invoice *** for R3297.24. Europcar still held a R2000 deposit.

4 July 2025: I spoke to Promise from Europcar and confirmed I would pay the balance of R1297.24, using the deposit as partial settlement.

The payment was made the same day at 09h41, and proof of payment was sent to ***.

Reference Number: ***

Beneficiary: Europcar

Account confirmed by Standard Bank as correct.

Despite this:

14 July to 23 July 2025: I received multiple threatening SMSs and emails, falsely stating that I have not paid, with threats to hand over the account.

I repeatedly shared the proof of payment, both via email and over the phone with agents including Thamsanqa Vika.

23 July 2025: I contacted Standard Bank, who again confirmed the payment was made successfully to Europcar’s correct bank account (FNB: ***, Branch: 255005).

It is completely unacceptable to receive repeated collection threats only 14 days after payment—especially when your team has received and acknowledged the proof of payment multiple times.

This level of administrative failure and poor customer service is deeply frustrating and tarnishes your brand reputation. I expect: Written confirmation that my account is settled in full. An apology for the unwarranted threats. Confirmation that no handover to collections has or will take place.

Should this not be resolved immediately, I will escalate further.