Poor service

I am so angry at the service I'm receiving from Albany Hotel, so unproffessional. On 23 October I booked at Albany Hotel online, the booking was unsuccessful I don't remember the reason because I was in a hurry and checked many hotels in Durban. After maybe an hour money was deducted from my account by Albany Hotel. I couldn't call them there and there to ask about this and I had already booked at another hotel. Same day I canceled the booking online but until today my money has not been refunded. I sent an email few days ago but no one is responding. Today I decided to call and the lady who answered the phone put me through to accounts but later came back to me to say he can't get hold of them at that moment and asked me to call again a bit later. I told her I can't call them back again and asked her to call me back. She took my number but I have not heard from them until now.