Bad service

I submitted a claim on the 21st Feb 2022 and received an acknowledgment email. "Your claim reference number is: C***. Kgotso Mohale will be assisting you with the claims process, you can contact your claims representative at *** or ***". I booked a courtesy vehicle and it was delivered on the on the 23rd booked till the 15th of March. I received an email from Avis on the 8th March that the vehicle will be terminated on the 10th March. I called and emailed Kgotso to explain that I am out of town and there's no one to hand the vehicle on collection. I received no feedback from miway and the arrangement with Avis was they will collect it on Monday as I was returning on Saturday, to my surprise I got charged for those days and the issue was not resolved.