Bad customer service

Accident reported 17 November 2015 at 8.40am. Told that they will get back to me within 15 to minutes. I called M&F at 9.40 again as an hour passed instead of the promised 15 minutes. Authorisation for my wife' car eventually came through at 10.20am It was almost 3 weeks before an assessor when to assess the car. Took ownership of the rental car on Friday 20th November and got an sms from Avis stating the car must be returned on Monday 23 November, which means instead of 30 days the rental was arranged for 3 days only. No feedback from M&F on the progress of repairs or anything else for that matter. So we needed to call whenever we wanted an update. They don't even return calls when they say they going to. Collected the repaired car Monday, 21st December but the rental car had to back on Sunday 20 December 2015. On Tuesday 29th December my bank account gets debited with R605 for the late return of the vehicle despite a sms reminder from Avis that the vehicle is to be returned on 20 December 2016. I called M&F yesterday on request from Avis to query the late return charge. Lehlohonolo said she will call Avis and get back to me. Needless to say she never came back to me.