Zero pathetic service

I’m writing here on behalf of my dad who is a pensioner, he has a car and is insured with King price on a no access cover. He was involved in an accident and King price hired him a car with Europcar while his car is being fixed. My issue is the bad service and harassment my father is getting from europcar Polokwane branch. On the day of collection he was given a car and told him the holding deposit is R2000, he agreed to pay because he was told he will get it back provided the fuel tank comes back full. That’s the only thing discussed. When he returned the car the person he found at europcar Polokwane asked him why there was a scratch on the door? My dad told him it was given to him with that scratch, the guy surprisingly asked my dad “how? Because we don’t hire out cars if they have scratches. My dad told him the person who gave me didn’t say anything to him. They then called that agent who hired out the car and when my dad told him it was given with scratch he then said okay I’ll explain to my boss you can go home. My dad left and after 3 days he was refunded an amount of R1700 from that R2000, no invoice or communication issued. We kept quite and assumed maybe the fuel was not full. A few days later he got a call from europcar Polokwane telling him that he needs to pay R1600 for the scratch, my dad disputed over the phone and the lady on the call told him if he is disputing he needs to write an email. My dad told him he doesn’t have an email then the lady hunged up. A week later she sent an SMS to my dad saying the amount has now went up to R4000, he must pay. I feel this is pathetic service especially when dealing with an elderly person and also it’s a harassment. How can they take money without sending a detailed invoice to show what is it for? Or calling him to let him know? Europcar Polokwane needs to improve their services and train their staff well.