No refund on car rental deposit

My friends in USA hired a car from Woodfords Car Hire. The car was returned on the 3rd July in perfect condition, fully fuelled. The paid a R5000 deposit. They were assured thst it woukd be refunded within 10 working days. Despite numerous calls, from the USA, they hsve still not received their refund of their deposit. What a poor show. Are thry ever going to get their money back. Contract no. OR-4858