Misinformed and Reaped off by Europcar

My name is Khanyisa Msalela and I had booked a vehicle for rental purposes for 30 days from Europcar through my insurance company after I had been involved in an accident. I was requested to pay R1600 which will be fully refundable upon return of the vehicle, as long as there has been no dents or scratches on the car, which was the case. A week later R600 and some change was transferred into my account and when I contacted them to find out why. The consultant I had spoken to advised that the charges were for Etoll, fuel and an extra day charge cause the vehicle was collected by their people at 11h00 instead of 09h00 on the day that it was to be returned. How is it my fault that the vehicle was collected later than the prearranged time and now I have to pay for that cost. The consultant advised that she will log a request for a refund for the extra day charge as it was an error on their side but its been 2 weeks later and there is no money in my account.