********* service, feigning confusion, unauthorised transactions

Hired a vehicle from 26 Sep - 02 Oct from Europcar Fourways, and then wanted to extend the rental 03 - 09 Oct however with an upgraded car so called Europcar Fourways. Told can extend and upgrade can be done, and just bring the vehicle in. Was then called back around 30 min later to be told that the vehicle is not available. When querying further how that was possible, I got told that actually there was a "mix-up" and we could not extend and upgrade. This was really shocking, as we were informed that this was possible. Asked for the manager only to be told that Karabo is still "training" and incorrectly informed us. Yet I know that Karabo has been at Europcar Fourways for some time so even more confusing and disappointing. In any case also told that nothing more could be done apparently. So, got home and then extended the current rental for which I was quoted a price / deposit amount. I asked twice if that was the correct for the extension and was told yes (even after the person checked). Then got a call back (again) to say the "system" generated an incorrect figure, with the new figure being much higher! Stated that this is unacceptable and asked that someone senior call to resolve the issue. Again speaking to the Europcar personnel at the Fourways branch. Did not receive any call back, however my credit card was debited first for the original amount and then again for a higher amount without being informed! On holiday, so we said we will query upon return. Then extended the rental again and was given a figure of around R880 to extend. The amount went off the credit card, and then the same amount went off again without any authorization or being informed of the same! Queried these unauthorized figures - had to reconcile the credit card statement and send to Europcar! Waiting for feedback however not expecting anything from Europcar. Really disappointing and ********* service from Europcar. Lets see if this gets resolved. Apart from this, previous two rentals I was charged for damages and large amounts taken off (liability claims) even when in one instance it was only for two wheelcaps! Will be drafting another complaint on these two incidents.