TM
Thabo M
Active since Mar 2026
2
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Reviews
2 reviews1 month ago
Avis Holding Two Deposits for One Rental
I am extremely disappointed with the way my rental account has been handled by Avis. On either the 3rd or 4th of March, my vehicle was booked in for repairs and my insurance arranged a courtesy vehicle through Avis. When I collected the vehicle, I paid a holding deposit of R2250 under the insurance rental agreement. The rental agreement was for 30 days, with the last day being the 6th of March. When the insurance period ended, I chose to continue renting the vehicle under my personal account. Avis informed me that they would close the insurance profile and open a new rental profile under my name, which required a new deposit of R3500. I paid this amount as requested. At this point, the insurance rental had ended, meaning the R2250 deposit associated with that agreement should have been released. However, a week later the R2250 was still not released. When I contacted Avis, I was told that they would not release the R2250 deposit and that both deposits (R2250 + R3500 = R5750) will only be refunded when I return the vehicle. This makes absolutely no sense. Avis is now holding two deposits for two different rental agreements, even though the insurance rental account was closed. Essentially, they are holding more than the required deposit amount for a single active rental. This is unfair and unreasonable, as customers should not be required to fund two deposits simultaneously for one vehicle due to an internal administrative change. I would appreciate clarity from Avis on: Why the insurance deposit was not released when that rental agreement ended Why customers are expected to carry two deposits for two separate agreements When the R2250 will be released This experience has been frustrating and disappointing, and I hope Avis will resolve this matter urgently.
212 replies
1 month ago
Annelize Anthony for Service Champ
After experiencing a very frustrating process with multiple transfers and long waiting times (including a 20-minute call on 10 March where most of the time was spent on hold), I was fortunate enough to be assisted today by **Annelize Anthony** from Discovery. From the start, she was professional, friendly, and genuinely empathetic to my situation as a frustrated customer. Instead of simply transferring me to another consultant, she took ownership of my query and personally reached out to the relevant people who could assist with my case. What stood out most was that she understood how exhausting it is for customers to repeat their story to multiple people. She went above and beyond to help without passing me around the organization. Annelize truly demonstrated what excellent customer service should look like. At this point, the outcome of my claim almost became secondary because the care and effort she showed completely changed my experience. Discovery is fortunate to have someone like Annelize on their team. She is a true **Service Champion**.
53 replies
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