Ford takes the funds despite agreement to place a hold on the credit card

Motus Ford Diep River agreed to place a hold on a credit card pending the resolution of the insurance claim (not the party involved's fault) on a loan vehicle (excess of R10,000) on 27th June 2024. They deducted these funds the same day so this was not a hold. As at 22 July 2024, they refuse to answer the questions to establish the facts noting that have not had to make any payments to the repair shop. Amazed at how they have handled this matter