Travel agent misled

Hello Peter, I booked into Fundudzi camp through TravelGround. I paid on the 8th September and went there on the 12th September. As I was driving there I called their emergency number for directions as I was getting a bit lost. I spoke to a gentleman called Nelson, his first question was what car am I driving and I told him a Ford Ecosport. He then told me they car wouldn't go up the agent should've told us to come in a 4X4 vehicle as the road is not suitable for such vehicles. They told us to leave the vehicle in the middle of the open veld or at some person's house they'll take us up there and bring us in the morning. I refused and told Nelson in the country where crime is high I don't trust to leave my vehicle in an unsecure area. I called the agent to find us an alternative accommodation and said the whole area was fully booked. I asked her that since we didn't use that venue about a refund which she then told me because it's a Saturday the accountant was not in it will be done on Monday the 14th - which I accepted as it makes sense. On Monday I sent them my banking details and Pearl told me she sent it to accounts dept, it is Wednesday today and now they coming with excuses.