Withholding my refund and customer agents giving conflicting versions

I booked a rental car with them and ended up having to cancel within 3 hours of the booking. The first customer care agent told me I will be refunded, but less R900 . The communication got cut off and I spoke to a different customer care agent after 20 minutes who told me that I wont receive any refund (R3162) and it was their policy. When I confronted them about what was said by the previous agent, they then changed and said I will only be refunded R2 200. They didn't explain why the drastic reduction from my initial fees. Its clear there was some *****ulent attempt here by the agent and I will take it further and report them and get their financials frozen. Two people that work for the same organization cannot give me two different responses.