Laziness and incompetence

I made an online booking on 26/02/2023 around 6:20am. I completed the booking and I was requested to pay immediately in order to recieve a discount of R79, therefore I payed R1633 for a 2day rental. I was told a booking confirmation would be sent once the online application was completed, unfortunately I didn't receive any email from budget. When I arrived at the branch in Port Elizabeth Airport, they were two ladies black and Indian who busy talking. I had to interrupt them in order to get their attention. I informed them that I had made an online booking and they asked for license, the card I used to to make a payment and the booking confirmation. I told them that I didn't get any feedback from budget and requested them to check on their which they did and said they see the booking. But seemed to be unsure of what they were doing they kept asking each how is an online application processed. Eventually they told in order to complete the process I would have to pay the R1633 again plus a R9000 authorization fee. That's when I refused and told them to refund my money and they told me I can't get a refund I should have read the terms and conditions first before paying. I told them that according to the terms and conditions for web applications the authorisation hold is R3500. They told me I would have to phone the head office during week days in order to request my refund. I told them to email my booking confirmation and they agreed but they never emailed it. On Monday I contacted the office and asked for my reference number and I told them I never received any email from budget they just deducted my money, they also promised to email the booking confirmation which I still haven't received it. I phoned again and spoke to a lady called Wilma who in my opinion is the only competent person at Budget. She escalated the matter and copied myself aswell but she didn't get any response. Today she sent another reminder still no response.