Thrifty Have not refunded after 7 days of excuses.

My girlfriend Went to JHB and booked a vehicle through Thrifty Car Rental which she was to collect at OR Tambo. She requested a specific vehicle and was assured she would receive it on arrival. When she got to OR Tambo, the car was not available and Thrify wanted to downgrade her car instead of upgrade free of charge which I feel they should have done. She then got frustrated and requested a refund and had to Uber to her destination which was an added and unexpected expense. This was 5 December 2019. As of 11 December 2019, she still has not been refunded her money and had to go with another car rental company. After multiple calls they keep blowing her off and not returning her calls. I will be taking them on as soon as she gives me the go ahead and if they do not refund the money, we will be taking legal action as this is unacceptable service.