Dreadful Service

Received a hire car from Enterprise, via insurance company, after a bump (not my fault). The gentleman who dropped off the car was extremely polite and friendly and the car was a 2016 plate and very nice. No complaints on that score. Prior to drop off I was asked over the phone to pay £1 deposit, which I did by card, and was also asked if I wanted to pay £10 per day to cover my excess direct with Enterprise which I refused. It wasn't explained very well either. After a fortnight or thereabouts, my own car was returned and my partner dropped off the hire car to the Enterprise depot. Upon arrival my partner was informed we owed Enterprise £68.96, equating to around £7 per day in hire charges as this was the norm - they only provide free service for the first 10 days! My partner advised that was not the case and all monies were to be covered by our insurance. The man in the depot advised he had my account details and as such he could take the money and resolve the issue there and then. My partner told him not to remove any monies from my account and reminded the man the account was in my name, not his, and as such he did not have appropriate permissions to proceed with any debits. The man said he would 'allow' us time to take this up with our insurer and that we needed to get back in touch thereafter. Imagine my surprise however when the account was debited the same day, as per my statement. No permissions were ever given to take any money. I contacted my insurers who escalated this to one of the main offices at Enterprise since the offending depot were at that point closed. I was told I'd receive a call from the depot. I've since been in contact with them, as there's been no such call backs, and was informed my refund would be processed and back in my account within 5 - 10 working days and - nearly one month on - I am still waiting! Chased today and apparently the money will be within my account, less the £1, in 'a few days'. Needless to say if it was the other way round, and I owed them money, a bank transfer would be the only payment method acceptable and my money would reach their account in a mere few hours. Disgusted with the level of service from them and their treatment of an insurance related matter that wasn't my fault in the first place. Smooth transaction with my insurer but I really hope they have second thoughts in using Enterprise going forward. Disgraceful.