Booking cancellation issues

I made a booking for December 2020 and cancelled within free the cancellation period due Covid restrictions. After cancelling I had to contact the hotel to follow up on my cancellation in order to have my refund processed. I spoke to Kirsten Anthony who advised that I needed to complete a refund request form and submit it by the 2nd of the January 2021 so it can be processed as part of their monthly refunds batch. I sent through the refund request form on the 1st January 2021 and I was told they have a refund backlog and my refund will be processed by the 9th January 2021. To this day my refund has not been processed, I have been following up on the cancellation and been given stories, and also been told my case has been escalated which was not the case. Today I also followed up and I was told they are unable to process the refund to my credit card (which they debited me on at the time of booking) and that I need to give them EFT account details, of which I did. The Duty Manager could not even commit on the date when they will process the refund. I requested contact details of the senior person in order to escalate my matter and these details could not me provided by Jade Castleman, the Duty Manager. I am very disappointed in Blue Water Hotel's service and I would not recommend it to anyone.