Refund Stories and extra non-valid charges

We received a coutesy car via my insurance with First Car Rental. Car was returned on the scheduled date. On that day i was the one that called to make arrangements of the collections and they failed to collect at the initial arranged time. To my surprise days later im being charged for late return. And now we have to wait to be refunded whereas we fullfilled every part of the agreement and now they are failing us. We are the ones calling and busy following up. This is just unacceptable guys. I will also be making sure that Outsurance knows about this terrible service they are subjecting us to as we are their client.