Woodford Car Rental - Disgusted

I hired a car during a recent trip to South Africa from OR Tambo International branch. I made an online payment and on pickup I paid the required holding deposit. While at the counter the lady asked if I would like to take insurance on the vehicle which will cover me for any damage or theft as well as bring down my liability payment. I agreed to this cover at R630 per day additional and paid the required amount.

During my travel, a stone must have hit the windscreen and caused a crack. When I returned the car, I advised them of this. Having taken out the additonal insurance I was not too concerned about this. I then received an invoice from Woodford for an amout of R 5577.50 for "DAMAGES" / "DAMAGE HANDELING FEE". I immediately rep**** to the consultant email and enquired about this. To my knowladge, I had insurance as this is what I was told Im paying the additional R630 per day for and paid in full for the duration.

The reply as follows: "Please kindly note that you took the super waiver, and it does not cover you if any damage occurs but only reduces your liability .

Furthermore, your liability was reduced to R5690.00 as you opted for the super waiver ,had you opted for glass and tyre or zero liability we would have charged R500 admin fee only which is standard fee, and you would have not been charged for the damage but only a claim handling fee."

I rep**** saying that this is not what I was told at the time, there was NEVER any mention of glass or tyre cover as an additional option and that I want this matter investigated and resolved before any money is taken. No reply came from their side. I followed up the next day, no reply. within less than 24 hours, my holding deposit of R5000.00 was taken as well as the additional R577.50. I live outside South Africa and can not phone to complain which leaves me with email only which Woodford is not responding to.

I am disgusted with how this has been handeled and in my mind this constitutes theft !! I should not be held liable for the full replacement of the window if I had what I was told at the time is insurance for damage and theft !! I am seriously considering legal reco**** at this point.