First Car Rental Experience

I had the absolutely worst experience with them. Firstly, I was prompted to fill the rental form online so that I am not delayed at pick up. I get to East London to pick up the car and there is a whole 10 minute form I need to fill. Secondly, I find out I was charged R2000 for fuel before pickup (I should have double checked before I paid, I assumed it was the deposit fee). I was shocked! I was only borrowing the car for a day so why would I be charged such a ridiculous amount?!

Thirdly, I am informed at check-point that I need to use the same card I paid the rental (and fuel) fee with online and it had to be a physical card. I explain that I used a virtual card. The staff member then proceeds to enter the last 4 digits of the virtual card I used online and the CVV number of the physical card. She does this about 7 times and the card keeps declining. Another staff member comes and says my physical card will not work because it is a debit card. It was actually a credit card. Then they say the card is not working because it is a VISA card. I then use a Mastercard, it still declines and she says the machine is rejecting it. THE MACHINE IS REJECTING MY CARD???!!! Should this not be communicated beforehand??? That certain cards will not be accepted??? This took an hour and we had to cancel the booking and try another car rental outlet and we were so lucky to get the last car at Europcar and the booking was seamless. I was so frustrated. I am not booking with them again. I am expecting a full refund.