Pathetic refund policy and customer service

I was ****med by a company claiming to have a property in Durban. Zuri Apartments.

Check-in: Sat, Sept 25, 2021

Check-out: Mon, Sept 27, 2021 I paid the full amount R6 564.97 and a key deposit R1850. I then sat for three hours outside the venue with my young family, trying to contact the owners to no avail, after which i contacted booking.com, they tried to contact the property owner, to no avail. I then asked them to process my refund and they asked me for further details, which i provided and 24 days later they are now still telling me that my FNB bank statement of money paid to them and property owners is not showing sufficient information. I mean they are the ones who give the request code to the banking merchant when you pay va card so how is it that that is not sufficient. They keep saying they are escalating the issue and keep saying they will get back to me in 15 days only to request the same information, again.