Travelstart gives the worst customer service ever

I booked flights and a car through travelstart on 1 Apr Only to find out after I booked and paid that hubby needed to present a cheque or credit card to collect the car, he only has a debit card. We tried everything to get the relevant card, but couldn't.Travelstart has a 48 hr cancellation policy. I called them on 2 Apr to cancel the car booking but nobody answered. I then cancelled through the car company and sent an email to Travelstart to cancel and do a refund. They responded two days later saying that I never cancelled and would have to pay penalty fees. They also told me to deal with car trawler about the refund. Car trawler has no SA contact details on their website. I managed to call them and till date only received one email saying they are investigating the matter. Travelstart should give terms n conditions up front, and they should take responsibility for refunds. The call centre needs to answer their phones. I have called them on numerous occasions but they just never answer. We have been inconvenienced by travelstart.