Booking cancellation nightmare

Very easy to make a reservation with FREE CANCELLATION. Getting the money refunded when you cancel is another story. Resort refers you to their Bookings Department, then you get transferred to the Bookings.com department and get told they 7-14 days are only calculated as from your call? If you dont phone them (even if you cancelled a "successful" online request - this is not on their system..... Remains to be seen if I will get refunded...... And the phone rings forever - not a very good option for "FREE CANCELLATION" bookings.....