Bad bad bad service

We rented a car on the 30 of July 2019, we requested for unlimited kilos. The person we spoke to on the phone said there's a R99 per day special. We took that option. All of a sudden we get called to say we have exceeded the kilos and they fetched the car. We have called a million times requesting for the recording and Noone is getting bavk to us with it. They charged our credit card again. 1stly we want that recording and 2ndly require our refund for being wrongfully charged for your own mistake and taking the car sooner