Bureaucracy - Rental Car Refund

On 4th October I rented a car online through RentalCars.Com. They are the broker based in the UK. My intention was to use the car in the US.

The rental came with insurance. On completing my booking, my account was debited with a total amount of R4 100.61 (R3 413.35 for rental & R687.26 for insurance).

On the the 6th, I landed in the US and found out from the Thrifty Car Rentals that the broker had cancelled.

On the 5th (whilst travelling and obviously didn't get communication immediately) I got e-mail confirmation from RenetalCars that they had cancelled and refunded my R4100.61.

They also confirmed that depending on my bank, the amount would take 3 - 7 working days to clear.

To my surprise, on the 17th of October the money had not cleared. I phoned FNB (and was sent from pillar to post trying to get to the correct department). I was then told I needed to go the branch. I went to the Branch on the 18th and I was told that I needed to e-mail the "authorization department" **********

I did that, explaining my experience and frustrations.

Today, 23rd October, I get an e-mail from the authorization department that I need to send them the 1) Full Card Number 2) Amount to be cleared and 3) Authorization Code.

1) and 2) above have been done telephonically and in writing (the very e-mail they responded to). 3) is just mind boggling. Since when do I as the client generate "authorization codes"? And why is the e-mail from "RentalCars" not enough? And why is my correspondence not enough?

And then I must send all the above on a letterhead?

So I must round around from Broker to Bank (not that I haven't done that already) and gather all this correspondence (which is already in your position as FNB) just get MY money refunded.

Frustrated. And I just think this is ****py service.

I really hope this will get sorted out asap