Bookings Holding Inc review: Rented car with insurance on this site and rental car company refused car unless we paid additional insurance

Here are the facts:

Rented on Oct 31 a car and insuarnace using your services online (rentalcars.com.

Arrived at Mex rental counter on Nov 11 and they refused to give us the car unless we paid $44US insurance coverage per day. We showed then all the paperwork we had from rentalcars.com and they still refused at the counter to give us the car.

We contacted theirr office about this immedialtely. Their advice was you can do nothing until rental period has expired. Then lsubmit a case.

We did and they responded back 5 days later with.

Rentalcars.com response "Unfortunately, because we didn't know that you weren't going to pick the car up, we cannot give you a refund."

We could not pick up the car unless we paid the ransom money!

How could I cancel something that we never received?