Unauthorised charges = theft?

We booked a X Trail in March and received a Duster. Not exactly the same category, when we complained we received an 'off fleet' Sportage, which was ok, except that the handbrake failed while parked in the driveway and I had to do a stunt dive into the car and slam on the foot-brake..the handbrake didn't work...to stop the car from crashing into the gate. I could have killed myself or someone else in the process. We immediately notified Sandton Eye and they acted quickly and got us the much anticipated XTrail later that evening. On handing over the Sportage it appeared to have sustained a scratch to the bumper, probably from my close encounter with the gate and I told the agent that he better not charge me for it as I could also be claiming against Europcar for the car they had allowed me to receive. I thought nothing more of it until my husband realised that about R3000 more than the expected charges had gone off our credit card. I immediately requested an invoice, which in itself took more than 2 weeks to receive (electronically) and there I saw that we were being charged for things like claim administration etc etc. I have queried the amounts and to this day am awaiting Europcar's response. I believe that if someone helps themselves to my funds without authorisation to do so, it amounts to theft and failing the return of my funds I am inclined to report the company to the police. I will never use them again and wold strongly urge others to do the same!