Poor Service from Cape Nature

I can't get hold of anyone regarding a refund for a booking we made. Cape Nature took a booking for accommodation in Grootvadersbosch, without knowing that the accommodation is closed at the time of the booking. We have paid in full and are unable to get hold of anyone as their phones keep you on hold forever. No one is responding to emails either. When I did manage to get hold of someone they said they could not help as the system was down.