Poor customer service - My money is not being returned after booking cancellation

I made a booking and had to cancel - And I'm within the policy rules to not be charged any cancellation fee. This was 5 days ago and I've been inquiring via email and phone when the money would be deposited back into my account. First calling does not help, even tried so many times. The booking agents keep putting me back to a finance department that never answers or its the wrong group... Second, I've sent numerous emails asking and no one has responded once to my query...... Customer service is poor!