Dam view apartments sucks

Good day I'm a regular customer on hyperli but have had the most awful experience with Farah from Dam view apartments. After logging a complaint with hyperli Ganeefa who is dealing with the complaint hasn't even acknowledged me. Seems she has a personal relationship with them. In Feb I i seen the advert for dam view. After calling Farah she asked me to transfer the money directly into her account which has come to bite me in my back side. A few months later advised her that due to lockdown we cannot financially do the weekend away. She promised to refund us as soon as they reopen which happened a few months ago. Now 6 months later she reads and ignores my messages to her. Contacted hyperli last week pretended as if she didn't know anything about this and requested POP which I have provided before. Well to chase this up I sent it again. With the promise of the eft to be done the following Tuesday. Tuesday came and so did another excuse with again no help from Ganeefa who doesn't seem to care what is going on. Do we take this to the Consumers Board\Ombudsman. This could have been sorted with little confrontation. What do I do now. Didn't think that I would bump heads with ******** and ***** during this process.