Bad service

Apparently if they owe you money and you make a booking you still need to pay the deposit. I requested for the deposit to be transferred but the agent said he is cancelling the booking and I must sort it with my insurance. Very disappointed with treatment he could not even call back the insurance company to assist with arrangement. Mind you the waiting period for the deposit to be paid back. It's been the whole day on the phone from 11h00 until 17h00. How do I pay a company that owes me money? They did not even meet their said turnaround time of 5 hours with the insurance.