Poor service and unfulfilled promise

I am writing to lodge a formal complaint regarding my recent car rental experience. I had booked a Haval H6 but was given an Urban Cruiser instead. I raised the issue immediately, highlighting the category and price difference. Shernicd Doorasamy assured us she would request a rate adjustment and refund, and confirmed this via email. Despite numerous follow-ups over several weeks, we were eventually informed that R1,500 would be refunded on 12 May. However, to date, we have not received the refund—only the standard deposit was returned. My further calls and emails were met with rudeness and dismissiveness from consultants. On 29 May, Niveshin Naidoo emailed stating the refund had been processed, but we still have not received the funds.