Los Angeles to Las Vegas

After waiting in line for a long time, it was finally my turn. When I declined the insurance upsell, they informed me that there were no cars available due to overbooking and asked me to come back around 8 or 9 the next morning. Please note, it was already past 11 PM in Los Angeles. How could the four of us, including two kids, wait for nine hours in the middle of the night to get a car? I asked if I could cancel the order. The staff said I could, but not directly, as I didn't book through them. I needed the agent (Zuzuche) to cancel the order. I contacted Zuzuche to request a full refund, and they said it would take 10-20 business days. Today is August 9th, almost a full month later, and despite countless follow-ups, I still haven’t received it. Each time I have to re-explain the issue to customer service. Their responses are always polite but unhelpful, full of empty promises and lacking any progress updates. I randomly filled in the car model during pickup since I didn’t get the car. It wouldn’t let me submit the review without filling it in.