They don't honour their refund policy for a holding fee

Don't pay them money they say is refundable if not used!!!!! THEY DON'T! I paid a holding fee of R2000 which would be refunded if not used or if I bought the car. This was for bringing a car from another branch to Edenvale for me to view. I cancelled the request the next day and kept the money there for another week while looking if any other branch would have a car I wanted to see. I found a car elsewhere and requested a refund, but they are ignoring me!!!!! Next step is the ombudsman since they keep money which is not theirs to keep!