World's most pathetic service from a car rental

Hi. I am having the worst service from a car rental service at Firefly. I booked a car on the 5 April was instructed to collect on the 6April2022. I arrived on the front desk at OR Rambo & a coloured guy at the front desk started assisting me. He told me that I must pay a down payment of R14000 & I told him I didn't understand that part I thought it was talking about insurance as this is the first time I am hiring a car. I decided to cancel the rental with him & he told me that it's cancelled & I will receive the refund within 7 to 14 working days. Today 19April I decided to enquire from their head office & I was told that I won't get the refund because I was marked as a No-show for my bookings. I spoke to the Firefly manager about this & she said she is making investigations with the camera to check then she dropped the phone before I asked her the Turn Around Time. Another lady called from OR Tambo advicing that I won't get the refund because I didn't claim with 48hours which is mentioned in the Ts & C's but I went to collect the car with a 24hoyr time frame & cancelled within 24hours. I was told to wait for the coloured guy who was assisting me to come back from leave in order to be assisted, I refused to accept that as the whole company does not depend on 1 individual who is absent from work because of leave. I still continue to demand my refund as I followed the correct procedures & I showed up at the Airport to collect but cancelled because of not understanding the down payment story. This is pure day light *******. There's no sense of accountability, nobody is taking the blame, was told I didn't show up when I did. I still had to follow up after nobody called me, managers dropping the call on customers, when I called back nobody picks up. I want my refund as discussed by the person who assisted me. My name is Sifiso Sithole with ID ***, confirmation number: 13S5W7