Woodford Hatfield branch - ***********/untrained staff!! - They don't know their own processes!

On the 31st March I booked a vehicle online for Hatfield branch, using my debit card. I went to collect the car they told me they only accept credit card for deposit. Fair enough, it is their policy and I get that. The gentleman who was assisting me said he will facilitate the refund of the rental money I have already paid. I asked him, is there anything that is required from my side to assist with this refund, he said no he will do everything from his side and it should take 3-7 days. Now 11 days later, I haven't received my refund. When I called the call center, they tell me different story that I must send them my banking details, in other words start the whole process! They told me because I made a booking online they will not know my banking details, can you believe it? The *********** guy at Hatfield counter did not tell me any of this. This is unacceptable, I advice no one to hire car through Hatfield branch!!