********** deducted money from my account

I have booked at commodore hotel in cape town with my family for December holidays for 3 nights unfortunately our holidays were cut short because my wife sister passed on, we only slept for one night,so we requested a refund and we were given to my surprise on the 04/03/2022 commodore hotel deducted R16833 for 3 nights again from my wife account and I don't know why,I have called them and they have asked me to email them my query to:***,which I did since then no answer and I have sent them another email they don't reply,the service that they give me is so unfair I don't know what to do please help