Stark contradictions between consultant and T&Cs

Shortly after landing, I booked a vehicle with budget for 10:00am. I arrived there at around 09:30am. The consultant at the counter then informed me that I would need to pay an extra (roughly) R1000 for decent insurance. That had put the price above competitors, including insurance. I asked the consultant if I could cancel and make other arrangements to which she rep**** yes. I further clarified that I would be able to receive a refund to which she rep**** something along the lines of: yes, no problem at all. Turns out I can't, according to the terms and conditions. A consultant cannot emphatically tell me that I can get a refund and then they refuse. If I knew, I would clearly take the car instead of just losing the money and paying for other transport! Should I not trust the consultant?? Insane. Check the cameras, check something but give me my money back!