repayment of holding fee

I recently hired a car from the Taunton office of Europcar. I used my Lloyds debit card for the transaction. I was told that an amount of £250 would be withdrawn from my account and returned to me after ten days of returning the car. This was 10th NOvember 2010. To date I have sent 10 emails and had one reply to say the outstanding amount would be repaid into my account. January 4th 2011 and still no refund or any reply to any emails. I have hired form this company on several previous occasions and am now going through my bank statement to see if this has in fact happened before.