Deposit refund

On Friday 10 September I hired a car at OR Tambo. I was debited twice for R9,500. I queried this about two hours later and was told by the manageress nothing could be done about it then but that she would get back to me. Now a week later I’m still waiting for her to get back to me as well as for my deposit refund. I’m now R19,000 out of pocket! I then received an email asking me to rate the service as they have resolved the issue and closed the ticket. HOW THE HELL CAN THEY SAY THEY HAVE RESOLVED IT WHEN IM STILL OUT OF POCKET R19,000!!!!?