Horrible service

I hired a car on the 29/10/2021 with Thirfty, I was charged R2000.00 which was neither refund nor was it a booking fee, I raised this with the East london branch, it has been over 2 weeks now and I have received no feedback. The team at East london has little or no clue what is happening, the only answer they know is head office is not responding. I have been very patient but it is disingenuous of Thrifty to keep my money without update or refund, it seems as though I am dealing with a ****. I will never again book a car from such place