Booking cancellation

I booked accommodation with booking.booking.com but cancelled the booking due to personal reasons of which the policy says 1 can cancel within a certain period for free of ahich I did,but to my surprise I received an sms saying R850 or so has been payed to the hotel????I contacted the hotel & the lady at refunds gave me attitude and said I should send an email to explain why I'm cancelling my booking of which I gladly did . Today is the 14February and on the email it states that I will be refunded within -7-10 working days.days . I sent an wail today to enquire but haven't received any feedback. I'm so dissapointed & angry at the service we receive from people who are supposed to assist us.us . I don't know what else I need to do in order to get my money back but I will not rest until I do.do . I still have the emails as proof!!!!