Highly disappointed!

I returned the rented car to Woodford Cape Town last week and the guy doing the checks did not ask for the keys before I left and I forgot to offer the keys back. I offered to bring the keys back via a taxi but Woodford "kindly" offered to collect it from me on the same day without cost. 2 days later I received a "damages" claim for R6500, for towing the car from their own site, and for collecting the keys from me. I can't get hold of anyone to get more information or challenge the claim. Ismail at Woodford Cape Town, who logged the claim is avoiding my calls and emails. Woodford customer care just answer my email with a robotic response, saying they are unable to assist.

All I want to know is how can Woodford not accept some responsibility for what happened especially as the one check they should do is to ask for the key. Also why don't they have any spare keys on the premises? Why did they not explain to me before towing the car, that this is happening so that I could arrange to drive back to the airport, which most definitely would not cost R6500!! Never again will I use Woodford!