Car rental NOT offered after full payment

I am writing to formally lodge a complaint regarding my car hire booking with reference ZA915354930, which was paid for in full in advance.

Upon arrival at the Hertz rental offices to collect the vehicle, I was informed that the car could not be released to me due to a credit score requirement. This requirement was never disclosed to me at the time of booking or before payment was taken.

As a result of this failure to disclose critical rental conditions, I was left stranded with my children and without transportation. This caused significant inconvenience, stress, and disruption to our travel plans.

I would like to make it clear that the service I paid for was not rendered, through no fault of my own. Had this requirement been communicated upfront, I would not have proceeded with the booking.

I am therefore requesting a full refund of the amount paid. Please confirm the refund process and expected turnaround time as a matter of urgency.

Should this matter not be resolved promptly, I will have no option but to escalate the issue further, including lodging a dispute with my bank and reporting the matter to the relevant consumer protection authorities.

I look forward to your prompt response and resolution.

Kind regards, Selina Kadiege