unable to refund the R5000 deposit even when we want another 1 month rental

We rented a car from Woodford Car Hire for a month because my car is with the panel beater awaiting parts. 

We chose Woodford for the price, the ease of pickup because the Tygervalley branch is in our Bellville neighbourhood), and the decent ratings online.

We got a good deal through their website, although we couldn't complete the transaction there, and made the payment, deposit and pickup at the branch where we received remarkably awesome customer service for a local rental branch; comparable with the best overseas. Since renting through the desk meant paying more, the rep at the branch called back office and made it work for us on the spot. Now that's customer service. And the car supp**** was really great, too.

We had wanted to extend for another month (the Iran war has apparently caused all kinds of supply chain issues) and were told we could only extend 5 more days, which we did easily, also at a good rate. 

We returned the car as very happy customers, except for a slight hiccup of not receiving the actual renter agreement requested over email several times. They kept sending that pdf of pics taken before we left, you know, for scratches and stuff. 

Based on the pleasant payment resolution experience, I had expected to get the R5000 refund at the desk upon return. We are now waiting more than a week; and my wife tells me this was the main gripe in Woodford ratings online.

We want to rent another car from Woodford for another month but it feels wrong to pay another R5000 deposit when the current one is outstanding. 

So we have requested through customer care that they escalate the refund. 

Here's the rub, and the reason for the low number of stars accompanying this review: we can only assume that the car is already rented out again and do not understand why back office can jump to receive payment yet not issue a refund in a timely manner.

If we do not receive the refund soonest, we will take our business elsewhere despite the incredible customer service at the Tygerberg branch (from both the man who rented us the car, and another one who received it upon return), the polite emails from customer care (and we did eventually get both rental and termination agreements), and the lady at customer care now trying to escalate on our behalf. Let me tell you: the customer care has been swift and professional in person and online.

If Woodford can organise a timely R5K refund for all of their renters, they would get better reviews online; this review would end on a happy note; and they would get more business and more happy customers. It's that simple.

bill