Withholding refund!

I booked a stay via booking.com on the 18th August, with free cancellation. Firstly my card was charged upfront, which wasn't stated in the booking conditions- But nevertheless, I can understand the principle behind this. Where my frustration comes in, was that I then decided to cancel the booking, within the free cancellation period, on the 7th September. I was then told that the refund would take anywhere up to 14 days to be processed. ... 14 days, came and went, no refund!! When i queried this with Beekman holidays, I was informed that they don't get notified of cancellations. Which is ridiculous as i have cancelled many bookings on booking.com without having any problem with refunds from other hotels. They also informed me that I would now need to wait a FURTHER 14 days to expect my refund. That means that they have held my money from the 18th of August, until the 25th September. Unacceptable!