Bad service

I booked at the hotel and cancelled two months ago, everytime when I call and request for my refund I'm forever being told that I must send an email cause they want my request in writting, I have send more than 20 emails so far and 2 weeks back I call and was advised that my request has been sent through to their head office and will receive my money by the 25th of Oct 2020 even now i'm still waiting.