Unreliable information

I booked a car with Hertz for Feb 2018 during Desember and paid in advance for rental and insurance. To my understanding the insurance covered the excess and damage, according to the online booking page. I emailed the company to confirm the booking which they did, but I was then told about a R13000 bond which will be held in my creditcard until. the car was returned. I quirry this and sent them a copy of the online booking page. They then told me its not their page. Yet they took the booking and the payment. Now theyre keeping R273. Does this sound right?