Frustrated customer

I am very disappointed with the service I received at Woodford OR Tambo airport on the 16 Dec. When I got there to collect the car I discovered that my card purse is missing, we looked in every bag we were carrying but it was nowhere to be found. I then advise the Agent on duty that I can't find my credit card. I offered the mastercard which he said it was not acceptable. I asked for a way forward as we needed the car to get to our destination. He just said there is nothing that can be done for me I must check the other car rental places. I asked about the funds that I had already paid. He just mumbled an email address that I must send my refund request to. I asked him to write it down but he just called the next client. I left, still puzzled. Later on I was still unable to get the correct address, I google their contact email as he said it has to be in writing. I got a response saying I must write to rental cars division as they are the one receiving the cash. It took me 5 days to get the correct email address to write. I got a response from the call centre agent who advised me that I need to log my refund request of which I am unable to do so as the system is asking for a pin number that I don't have. Someone makes me understand as how Woodford think its ok to keep R5400 for a car that they didn't issue. I've reached a dead end at the moment. Anyone have an idea on how I can move forward to get my refund. Thank you