Took a deposit off my account and then said they can’t trace it?? Despite bank statements and proof of payment, had to pay twice,

What an awful experience. I wish I had read the review on here before booking.

1. We booked a car and paid a deposit of R2292 on 18/06. When we arrived they could not see the deposit so we had to pay again.

I have logged two queries and have not heard back. It’s been over 48 working hours (Logged : ***). I also went to the office at the airport who could also not assist us.

I have also emailed and sent a letter form my bank indicating the money that has been paid - to no avail.

2. We waited in the Que for about 60 minutes to get the car. I was 30 min late for the even I flew in for.

3. The car we got does not really match the cars in the category.

4. The customer service is terrible - on both occasion I found the person assisting at the desk to be extremely rude. There seems to be a tendency to blame the customer to justify the issue. For example: 1. We booked a baby car chair - she then said it wasn’t showing because we had not hired from First Car before. 2. That the deposit was not reflecting because the booking was made in my husbands name but paid for form my card (this can’t be because I paid online via the payment portal) 3. They insisted we never paid and the payment we made was to safair - despite us showing them the proof of payment and my bank statements, my husband actually had to ask the lady to please not be rude to him.

I think this is a training issue - I would suggest that staff go on training to manage issues - as their tendency to consistently blame the client seems to be associated with their lack of company knowledge / reverting to defensiveness due to lack of training.

This has been such a frustrating experience for me.