Extremely unprofessional sales adviser and constant new reasons why my deposit will not be paid back

Florny Swart is the advisor I work with regarding an apartment I rented. She informed me by email in writing on February 12, 2018 after the outbound inspection was done that my deposit will be refunded on the apartment but that I have to first bring back a certain amount of curtain brackets from the apartment. Which was not in the apartment to start off with and neither she or the owner had any evidence that the brackets was there. That was the only condition she wrote in the email. There were no other conditions, and I was told that if I bring back the brackets, my deposit will be refunded to me. I went to buy the brackets and took it to her on February 14, 2018 and asked her when can I expect to get my deposit back. She was incredibly rude and unprofessional to me and started pointing at me and shouting that she is just the messenger between me and the owner and the whole time chipped in when I talked so I could not speak. She stated very clear and in written form on February 12 that I will receive my deposit. Today, 19 February, she sent me an email with reasons why I will not receive my deposit. She told me there is nothing that she can do for me and that I should contact the Owner. When I asked her previously about the deposit she told me that the Owner has no say in the deposit and that it is all up the outbound inspection. Which she told me was great and the apartment was in great shape when I left. After the outbound inspection she and the owner accused me of taking the brackets that was not there to begin with now the owner is coming up with all sorts of excuses in the world why I should not get back my deposit while the owner told her with the outbound inspection that he gives her permission to pay back my deposit and now the sales adviser told me there is nothing she can do for me and that I should contact the Owner. I mean how does this work?? This isn't right! I am very disappointed in the way Engel & Volkers are handling my deposit and this adviser/agent is extremely unfit to handle a situation and carries a very bad and unprofessional image of Engel & Volkers.