Bidvest is refusing to refund my deposit

I hired a vehicle on 03-02-2020 for two days from Queens Car Hire - who I believe operates as middle agent between the client and Bidvest Car Rental Company and I suppose other rental companies. A Bidvest agent delivered the vehicle to my home on 03-02-2020 around 16h45. I paid the refundable rental / fuel deposit of R 1500. The same rental agent collected the vehicle as per agreement on 05-02-2020 around 15h30 - 16h00. I returned the vehicle on time and without flaw with a full tank of petrol. This agent indicated that I could probably expect my refund in two days. It is now 11 calendar days later and I still have not received my refund. Instead Queens Car Hire sent me an email that they received from the Bidvest Branch manager, Heidi Engelbrecht which states that I will not be receiving my refund. I followed up on the email requesting clarity as I do not understand why I would not receive my deposit. I have to date not received my deposit or any further response from Bidvest.

I need to express my disappointment with the disrespect and unprofessional behaviour that I am experiencing. Is a big company like Bidvest of the opinion that they are in a position to dishonour their agreement and intimidate their clients with intimidating emails and by not paying what is due to the client? Is Bidvest the kind of company who is in the habit of misleading the public?

I am appalled at the service that I am receiving especially since I've hired cars from Queens Hire in the past. I would appreciate the return of my refund.

Bidvest sent the following email to Queens Car Hire on 12-02-2020 after I followed up on the delay in payment. Queens Car Hire forwarded the following email that they received from Bidvest to me. I followed up with Queens Car Hire with no further response from Bidvest

Hi All As per authorization’s the autho has fallen off on the 7th of February. May be the customer is awaiting a physical deposit which will not happen. Thank you Heidi Engelbrecht Branch Manager Bidvest Car Rental