Horrible service from Booking.com and Bluewaters Hotel Durban

Booking.com is not user-friendly, I did a booking and selected wrong dates, when I tried to reach either them or hotel you get an email notification that says no reply. I called the hotel and they confirmed my booking was canceled but hours later amount was deducted from my account and I called hotel directly spoke to Kevin he said booking shows active on their side but he will cancel and do full refund I must wait for an email. Two days later I still haven't received my money or feedback when I call hotel they refer me to Booking.com and they don't eve have an email address when you call call center they ask you to send them email. Instead they keep sending this automated emails saying Hotel hasn't rep**** yet. It back and forth and I still have not received my refund. Bluewater hotel durban also their service is so bad because I was calling more than once to get my money the lady at reception refused to transfer me to anyone who could help saying they are busy dey asked me to wait for an email from booking.com.