Lack of client care

beginning of March I hired a car out with Woodford Car Hire Sandton based in Hilton hotel, and I was assisted by the guy called Phuti, and he told me their model will allow me to renew the rental on the same deposit, which means I will not need to pop out a deposit every time I need to extend car hire with them and based on his words I came back to renew the rental, the transaction was processed without any issues. when I needed to make the 3rd renewal, I was told my initial holding deposit was released without my concerned and this happened almost 25 days ago and a result he wanted me to pop out another deposit in order to proceed with the renewal, which I unfortunately did not have at that moment.

I Immediately opened my app in front of the same guy and showed him all my credit card transaction for the date he was alluding the deposit was released to my account, he saw there was not transaction in my account for that day or even subsequent dates in case transaction took longer to be released. it was late in the evening when I learnt about this and I pleaded with him to make an arrangement for me to at least go with the car and allow me to bring it back the next morning while they are investigating why my deposit was released without my consent, unfortunately, he said it was not possible, and I had to take uber at my own cost to go back home.

my disappointment and displeasure it's in the inconvenience caused, lack of transparency in terms of why my holding deposit was released as a result I couldn't renew the car hire and they only told me about the refund, nothing was done with regards to the inconvenienced caused by them and their systems, to at least make up, no care was shown at all. I kept pleading and pleading to no avail.

As if this was not enough, I kept receiving other client's invoices sent to my email and phone through SMS, I forwarded these to the guys and their management to address, this left me with suspicion that my account could have been confused with another client's, hence the mess up with my deposit. at the point I'm writing this note, am still waiting for refund with no acknowledgement from their finance team on whether it has been processed or not.