Bad Bad Bad Service

I was suppose to rent a car on 23 Dec from the Roodepoort office, but due to our train being delayed by more than 5 hours, the Roodepoort office were not willing to help us in providing a service of opening up their office after 13:00 in order for us to collect our car. I phoned the Roodepoort office as well as the Central Booking office more than once, and the answer stayed the same. The last time I phoned the Central Booking office, I was put on hold for more than 11 minutes, after which I ended the call, for my cellphone airtime was running out fast. It was then that I decided to cancel the booking, because I did not receive any help from the staff in making an exception to help us. We were stuck in Kimberley station for 4 hours, and I phoned well in advance. There was no way that we could do anything to prevent this from happening. The credit I received on the booking was also far less than what I expected. The website said, that we will pay an administration fee, but frankly I can not understand that an administration fee is around R1720, it is more that half of what I paid for the booking.