Poor customer service from both booking.com and Lugogo sun

I booked through Booking.com at Lugogo Sun at Swaziland. In July I cancelled the booking due to personal reasons. I waited for funds to be refunded on my bank account but nothing happened. I wrote a mail to *** but the feedback I received was that I should phone the Hotel for them to refund me . I called Lugogo sun but until today no refund has been made. It is so disappointing that now I am the one who is supposed to do all the calls while booking .com does not even care to assist.