Avis refusing to release the refund even though it's the agent's fault

Avis is refusing to refund the money that was put down as a deposit for a vehicle. On the day of collection, there were issues with the details of the driver and card details and they refused to release the vehicle. The person collecting was then advised that the booking would be cancelled and he left. I called in enquiring about the refund and was surprised when the agent on the call advised that the cancellation was never processed and that she has now done that. I was advised to call back in 15 days to find out if the refund has been processed. I have called in today and now I'm being told that my refund will not be processed because I didn't cancel. How is such a big company *********** in communicating the next steps to its customers?! The agent at the PE branch failed to communicate the process and procedures and now I'm being punished for it.