Unacceptable

I haven't used Europcar for years, following a bad experience I had with them. However I decided to give it another go. I returned my vehicle at CPT International and was told that "all was in order". (This is exactly what happened in my previous experience)

Only to be called once i was on the plane to say the spare wheel in the vehicle was missing. I shared that i was not aware of this. The lady i spoke to said she would refer to her supervisor and get back to me. I was then sent a claim form which I was requested to fill out. I responded saying I was willing to co operate, however I would like Europcar to provide proof that the spare wheel was infact in the vehicle when I collected it, as this was not mentioned at all in the inspection report. The next thing, with no further communication, R5000 was taken off my credit card. (This is before my original deposit has even been returned). Firstly, I did not authorise them to do this. I haven't yet received the proof the wheel was there in the first place. There is no way that the spare wheel for this Renault KWID costs nearly that. A claim would not need to be put in to insurance, as there is no damage to the vehicle. I haven't been sent a replacement quote for the wheel. AND now no one is getting back to me. This is completely unacceptable! TERRIBLE service and experience