Poor service delivery

I rented a vehicle at wood ford car hire for a period of 5days, I returned their vehicle and was told that the refund will be in my account 4days, since there were public holidays inbetween I then contacted Jose to find out when the funds will be refunded, I was told it would take another 5 working days and no one bothered to explain the process.What frustrates me the most is that it the 5 days has passed again and nothing has happened.All I need to know is the exact turn around time and for people to actually look after their customers so that the customers can call again.Its frustrating for someone who does not work in a car rental industry and doesn't know what the process is.