Bad service

I am writing to formally lodge a complaint regarding the unacceptable service I experienced at the time of vehicle collection. On the date of my booking, I successfully made full payment for the vehicle rental. However, upon arrival to collect the vehicle, I was informed that the rental was being declined due to an alleged poor credit record. This information was only communicated after payment had already been made, which I find highly unprofessional and unfair. At no point prior to payment was I informed that a credit record check would affect my booking or that it could result in a declined collection. Had this requirement been clearly communicated upfront, I would have been able to make an informed decision before proceeding with payment. As a result of this late decision, I was inconvenienced, embarrassed, and placed under unnecessary stress, especially as arrangements had already been made based on the confirmed booking and payment. I request the following: A full explanation as to why this requirement was not disclosed prior to payment. Confirmation of a full refund (if not already processed). Steps Sani Car Rental will take to ensure that future customers are clearly informed of all requirements before payment is accepted. I trust that this matter will be treated with urgency and professionalism. I look forward to your prompt response and resolution. Kind regards, Lindiwe Kunene