Unhelpful Customer Service and Refusal to Take Responsibility for Account Hold Release

I really would like to express my deep frustration with the appalling service and lack of accountability I have experienced from Tempest / Europcar regarding a hold release on my account (Reference: RA-***). Despite clear communication from my bank stating that the merchant bank must send the formal instruction to release the hold, Tempest Customer Relations (Europcar) continues to shirk responsibility by repeatedly instructing me to contact my bank directly. This completely contradicts standard banking procedures and directly ignores the information provided to them. Rather than taking ownership of the issue or acting on my request, the customer service team has engaged in endless, unproductive back-and-forth emails. It is completely unacceptable that a customer is forced to mediator between a merchant and a financial institution simply because staff members refuse to take a request seriously or follow proper cancellation procedures.