BAD CLIENT SEVICES - Worst Agency

My Family and i had been looking to go on holiday for along time. We finally got wind of a agency in Durban that can assist. Inquired and liked the come back. I then queried if we had arrived a day earlier what would the cost be. The lady gave me the extra day cost, I said I would confirm and if i did not get back to her she need not hold the extra day. I then made the decision to go with the first booking quote. And signed the booking confirmation form(legal doc) and informed them that i have made a deposit and I requested a updated invoice to confirm what I owed them. My understand by the signed legal doc (booking confirmation) that they received from me was enough but it seemed they sent me updated invoice excl deposit but dated to my query (of an extra day) which I did not check as i was sure they would not charge for as I DID NOT confirm it.<br> Now they refuse to refund me the extra night tat we did not stay.<br> <br> Their telephone etiquette is disgusting and well as their one on one customer service:(:(