I want my money ASAP

I have been requesting for my refund from last week,from Booking.com.All i keep getting is emails that I should provide them with certain details,which I have already provided them with twice already.I had made a booking with Panorama Chalets from the 21 to the 24th September 2018 for a group of 9 people.The place had impossible terms and conditions which I had to a agree to and make a payment and then send them proof.I never signed and my bank account was debited and left on a minus balance which I only discovered when I was trying to make purchase and was informed that my card was declining.I had to call my bank and was told that my account was in a minus balance and R4500 .00 was debited from my account.