Money ****** from my account

I booked a rental car for a period of a week. I paid for the car on line. They gave me the address on where to collect the car in Johannesburg city. As its a public holiday here, I called the Rental company to get directions using uber. There was no reply. The uber driver decided that he cant wait any longer and we had to go back home. I want to cancel this as its not my fault that there was no one at these offices to assist me with directions. I have decided that I will rather use uber and not hire a car. When I contacted this rental company, they said that I have lost all my money paid and there's nothing I can do about it. They are a bunch of *******. I will open a case of theft at the South African Police Station.