Poor service from Europcar Vanderbijlpark

I rented a vehicle from Europcar vanderbijlpark on the 6th of December to be returned on the 13th of December at 16:00. I extended the rental for an additional day via the online contact center to be returned on the 14th December at 16:00, everything was confirmed and the additional payment was taken from my account.

I arrived at the Europcar vanderbijlpark office on Saturday the 14th December at 15:00 only to find that the brach was closed at 13:00. I then contacted the after hours number provided and spoke to a lady by the name of Lebo, I was informed that the branch was closed and that the contact center should not have extended my rental for that time and I was told that I should do with the vehicle as I please and that the person from the online contact center would be held liable for the vehicle.

I felt uneasy about the situation and after being told I should leave the vehicle at an airport I was placed on hold for a lengthy period, I then ended the call with the contact center. Lebo contacted me once more saying that the branch manager Jack would collect the car key in 5mins, I parked the car at the Nando's across the road and waited for Jack to arrive. Upon arrival Jack was in no way apologetic for the inconvenience caused and somewhat rude seemingly annoyed that he had to now take responsibility for his branch, he just requested the key, checked the vehicle and left. I was told that I'd be contacted on Tuesday to get more information on the situation but there was no contact. I contacted the branch to find out the status of the situation and my deposit refund and was met with very unpleasent and unhelpful service.

I would rather recommend Avis Vereeniging instead of Europcar vanderbijlpark, I received atrocious service and an unwillingness to assist customers even though the fault layed with the company and not the customer. I expect that my deposit be returned within the allotted time without any further issues. RA Number: ***.