AirBnB horrid customer care service

AirBnB customer service is utter trash!!! I cancelled my trip on the 24th October (accommodation booked for 14th December 2019) I received a notification stating that I will be refunded R2900 (I paid R3760.43 deposit) I understand cancellation fees and their policy. Their notification also stated that I should receive my refund in 5-7 working days, so I allowed for this time to pass and nothing:( No refund...I have been sending messages everyday since the 31st October 2019 to follow and trying to email them but it bounces back, I am also unable to call the contact number as this is an international number so I am blocked. I eventually received a call on the 4th November and the lady told me that I do not have a refund due to me and the R2900 would have been the balance to pay, I sent her the screenshot and she responded with "Thank you for your screenshot you've provided. Will then go through and check on to this further and get back to you the soonest. Rest assured that will do everything here on my side to have your refund" - yes with the poor grammar. Since this day I have not heard a thing back and I am still yet to receive my refund back it is now the 15th November...Absolutely shocking service!!! Does AirBnB think it is ok to not refund peoples money and just keep it for themselves???