******* in peoples account

Got a courtesy car from First car in November, we were told that we will be given a Polo since they had no cars in the category our insurance had advised. The manager then said it was a free upgrade. My account was deducted twice upgrade charges" which we were told there weren't going to be any. You call all day everyday the manager is always at the bank and will call back but to this day no communication from them, and No refund. Pathetic service