SANI Car Rental: Deposit not refunded after promised 3–5 working day turnaround

I am extremely disappointed with the way SANI Car Rental has handled the return of my rental deposit.

I rented a vehicle from SANI Pinetown and returned the vehicle. There were no issues that prevented the deposit from being refunded.

On 14 August, SANI Customer Care communicated with me regarding the refund, and I was subsequently informed that the refund had been initiated on 17 August. I was specifically told that the funds would reflect within 3–5 working days.

The money has still not reflected.

I have repeatedly followed up and have been told that the matter is "with Finance".

I was then sent a retail till slip as supposed proof of payment. This does not constitute bank-generated proof that an EFT was successfully processed, nor does it provide a banking transaction reference that can be independently verified.

Because I was not satisfied with this explanation, I personally went to my bank to establish whether there was a pending payment, authorisation release or incoming transaction from SANI.

I was advised that there was no pending incoming payment or authorisation release visible from SANI.

I then went to the SANI Pinetown branch to try to resolve the matter directly.

I was told that the problem was apparently with FNB and that SANI's Relationship Banker was "working on it". I was also told that the banker would contact me and explain the issue.

I am still waiting for that call and more importantly my money.

What concerns me further is that, while researching this issue, I found other public complaints relating to SANI rental deposits where customers were also apparently told that FNB was responsible for delays. I also found an independent public discussion involving a SANI customer whose deposit was delayed and where FNB was cited as the reason for the problem.

This raises a serious customer-service question:

If SANI has processed my refund, why can SANI not provide me with proper bank-generated proof of payment?

If the problem is genuinely with FNB, why has neither SANI nor the Relationship Banker provided a clear explanation of what has happened to my money?

I have now spent considerable time following up on money that should have been returned to me within the timeframe communicated by SANI.

I am therefore requesting:

1. Immediate payment of my outstanding deposit; 2. A clear written explanation of what caused the delay.

I am posting this review because I believe consumers have a right to know how companies handle customers' money and complaints.

I would welcome a response from SANI that resolves the matter rather than another assurance that the issue is "with Finance".