If they decline with the car they supposed to pay back or not take the cash at all

I went to their website to hire a car. I paid deposit I went to their branch in Sandton Hilton hotel I was told they want a credit card by every rude lady who promised to refund me same day. It was on the 24rd of December when I was there I called them, sent them emails even today my deposit was not paid back. Their service is very bad. A lady called Nomathemba is givime me a run around when she is supposed to pay me back