Cartrawler Refused to Refund Me After Early Car Rental Return Despite Assurance

I rented a car through Cartrawler from October 24, 2024, to November 24, 2024. On November 5, 2024, at 16:38, I contacted customer service to ask if I could return the vehicle early. I was informed that I could return it with a 20 percent deduction. Based on this, I returned the vehicle on November 9, 2024, at 15:30. After the return, an employee at the agency instructed me to send an email to initiate the refund process. I followed this instruction and also reached out via WhatsApp to explain the situation, only to be told that no refund would be issued because the return process should have been handled directly through the agency, not via email. When I contacted customer service again, I explained that it was their employee who had misdirected me. Despite this, neither a refund has been issued nor has the vehicle been returned, even though it has been 14 days since the return. This means I am being charged for a service I did not use. I have provided all necessary evidence, including voice recordings and the response from Cartrawler, which confirmed that the refund should be issued directly to me. However, you are withholding the refund and coming up with excuses to avoid returning my money. If your employee had not assured me of the refund, I would not have returned the vehicle early. I will make every effort to share my experience widely to ensure others are not misled by your so-called corporate policies. Your handling of this matter has been unacceptable, and I demand the immediate return of the amount owed to me.