*********** staff, systems and double charged

I hired a car from tempest car hire yesterday afternoon, I had dealt with Rulani from the OR Tambo branch, this particular individual was highly ***********, for 1, not only did she seem like she did not know what she was doing as she kept asking her colleagues for assistance, blaming it on the new system that was implemented, 2. i was double charged of an amount of R8352.50, which is a real inconvenience for myself, and when I did call her and inform of what had happened, again i was told that it was the system and she will try to get it rectified, a few minutes has passed , and got a call stating that she really tried her best and that i had to wait until the following day as her office could not release a refund and the people from head office had already left for the day, mind you this was all before 5pm.

I am extremely frustrated at the moment. and a simple sorry is not good enough, as if it was the other way around and i made a mistake for example the windscreen got chipped, Tempest Car Hire would not accept a simple sorry it was not my fault but the truck in front of me. So my question to Tempest car hire is , when can i expect the refund of the additional payment that went off my account, and 2 how is Tempest car hire going to pay for their mistake and the inconvenience that was caused.