Refund case

I booked from booking.com 2 separated accommodation one was R14 105 and R 15 000 i have Pops showing that my amount went thru dates we fr the 28th to the 3rd of December mind due people that i booked for were suppose to go and check in only to find out a day before that it was canceled and unfortunately it was a **** , i tried contacting booking.com and tried looking for their offices with no luck, till i reach the customer services and they say they could see my bookings i sent pop to them spoke to a agent named by Miyarah we still waiting for respond and our refund back