Deposit not released after 16 days

I rented a vehicle at King Shaka airport on 22 November 2025, returned it on the 23 November 2025. Received email that the car was checked in without any issues. Until today I have not received my deposit of R5000 back, after contacting my bank they informed me that First car only called to release my deposit and no formal letter was sent to my bank to confirm. This is totally ridiculous and a new case was opened again after the third complaint with regard to this.