Pay back my money

Iam waiting for 2 weeks for my money to be refunded after I keep calling everyday , I keep being told there no management around then how does the hotel being run ? I don’t think it fair you guys are quick to deduct money bt can’t pay it back I just think that the way u don’t back to people is so unprofessional,my question is why what so hard answering calls and paying back people money this week it’s the third week I’m waiting