Booking.com's bad service

I made a booking at ruggarri villa and we decided to cancel on time,the lady at ruggarri villa said we should get the refund from booking.com and whenever we try to call and tell them about getting a refund they hang up,i just called now again and they said i should hold but still hang up!its frustrating because now it looks like i used the money for myself, and its been 4 months now.