Check what’s wrong with site before telling patrons they’re lying

I hate doing this, but am tired of trying to get a refund from this hotel. I booked and money was taken from my card accordingly. However as I didn’t get a confirmation I phoned. Booking made and paid 12 march. Was told that booking had not been completed. Told them it’s obviously a problem on their site as payment was already taken, I was told “nobody else had complained” and they would have to wait for monies to reflect. This is understandable, but I had booked via their site and they would not accept my POP. I was attending a funeral with my 2 sons and could not just rock up in cpt without confirmed accommodation. I therefore had to book somewhere else and told them to refund monies. It is now 11 days and I’m still waiting for refund. Bearing in mind that problem was totally on their side (or site) and I was made to feel like I was lying/matter wasn’t looked into properly this is totally unacceptable.