Paid for a service that was not delivered

On Wednesday 30 August I booked for a pronto service between Boksburg and Newtown. I paid for a very exorbitant fare because I need to get a key urgently from Boksburg. Before paying I was assured by the call centre that if I make my booking before 4 pm, pick up will be at 5 pm by the time the business where the pick up takes place closes. After payment and confirming my order the call centre contacted me to tell me they received my order and that pick up will happen before 5pm. I got an email from people at the pick up location after 5 pm saying they are closing because the courier ordered through rush.co.za has not happened and that no one called them. As the account holder, I was also not called to tell me if there has been any problems. I called their number and was told to email support for emergencies. Three emails have not been responded to sent between yesterday and this morning. On the website it says their offices open at 8 am. I have been trying to call them since 8 am and over 30 minutes later no answer. I have since made other arrangements to pick up the key since I needed it this morning. I just want a refund because they really do not care about customer service, just quick to accept the money we pay because they say you pay first before anything can be done. Rush just doesn't care!