wait 21 days for my refund instead of 7days

I rented a car at H1 and I had to pay a R5000-00 insurance excess deposit, .Which is suppose to be returned to me, once the vehicle is returned in the same condition as it was received in. when I returned the car on the 4th Jan, the same manager that gave fetched the car and it the car was in the same condition as I received it on the 21Dec. he also confirmed that the car is in the same condition and when I ask him how long will it take for me to get the refund he told me that as soon as he get to the office the following day he will tell Ilene Grahn to pay it to my bank account. I heard nothing after that and I called Ilene and she told me that as soon as the money reflects on her account she pay it to my bank account and till today I am still waiting for my 5000. I still continue to call her at least 3 days per wk, watsap her, sms her but she reads and ignore my watsap and sms. out of desperation I called Lance the Manager on 19 jan and he said apparently there is something wrong with car and he heard that from the people that hired the car after me and I was confused because it was now 3wks after I took the car back. Lance said something about no money in the company bank accou