Charged for services not used

Been having a love hate relationship with Woodford. And this is due to unnecessary challenges. Booked at car for collection at O R Tambo. On arrival the lines were very long and service very slow. Because of this I was late for a meeting. Woodford however made up for this by upgrading me to a very nice Lexus. Loved that and all would have been good. But checking my bank statement now I see that the deposit hold has not been released yet - R 5000 - a month later. And even worse I was charged R 1000 toll fees for routes and times I never travelled. Actually I was in an event when these charges took place. Phone the customer service centre and the lady was most helpful - but it should not be necessary to have to go to all this trouble - clearly there is an issue with the Woodford system. Was planning to book again and actually made a recommendation - but do not feel like having to police my agreements with a car rental agency.