No communication & ignores client queries

This seems like the only platform where FFW effectively communicate with their clients. I called the insurance on the 30 May with a query and I was advised that the query has been escalated to the relevant people and I will receive feedback/call within 48 hours. When I did not hear from them within that 48 hours I sent through an email on the 1st of June and received an automated response that a consultant will respond within 12 hours.

Well... I'm still waiting nonetheless here is my query When I booked in my bakkie for repairs, I had requested a courtesy car which I collected from EuropCar PE Airport on the 30 April 2018 and R750.00 (refundable) was charged on my credit card. My car was fixed and I collected it on Tuesday the 29 May 2018 and returned the courtesy car to Europcar PE Airport the same day. I checked in the car with one of the Europcar employees and was assured that all is well however on the 30 May 2018 my credit card was debited with R1992.47 which was never communicated to me before.

I called Eupocar on the 30 May 2018 and I was told to sort it out with my insurance as there was nothing they could do from their side since the insurance only booked the car till the 21 May 2018. The contract I signed with EuropCar on the 30 April 2018 was valid till the 30 May 2018.

Can you at least honor your promises and respond to your clients?