CEO of Travel Agency - Absolutely Appalled

I am writing to express my extreme disappointment with a recent experience. On 04 November, I completed an online appointment booking for my clients for an Australian Visa Biometrics appointment on 07 November at 09:00. I did not complete payment, but received an email confirming the appointment reservation & found information on the website confirming payment can be made on the day of the appointment by prior arrangement. I then completed the online form to confirm this arrangement, as no contact details (phone or email) is provided on the website.

On the day of the appointment, I was connected to an employee who rudely demanded I pay a walk-in fee for my clients.

Would you please contact me urgently to arrange a refund?