Unprofessional Service

I'm from Joburg and hired a car from Europcar King Shaka .I mistakenly lost the keys to the car, the keys were found at the hotel when I was in Joburg I called the claims office and was told to send back the keys on the same day. Im from joburg and was in Durban for business how was I going to find a person to drop off keys in a day? I asked if they can collect the key and I'll pay for that they refused!The claims lady now tells me with such bad attitude that im liable for payment as this was a loss of revenue for them...my question is how was this a loss of revenue when you have a whole lot of cars in the yard? I ask to speak to the Manager and she says they busy... Poor unprofessional service!!!