REFUSED REFUND BECASUE THE BRANCH WAS CLOSED WHEN I WENT TO COLLECT MY VEHICLE

I recently rented a vehicle at my local branch which was prepaid. When I went to collect the vehicle, the branch was closed and could not take the vehicle. I emailed the local branch, which is always friendly and helpful, which escalated the matter, to my surprise I'm told by someone from a call center Lwazi Mntungwa that i cannot be refunded because the vehicle was not cancelled, how was it not cancelled if I did not take my vehicle. I require a refund of my money. I never took the vehicle because the branch was closed when I went to do the collection. If this is how they treat their customers NEVER prepay for your rental.