Concerned about my booking and refund

I booked an accommodation to D&H guesthouse on the 19th of October 2021.After the first booking the debit was not successful due to insufficient funds, so I made an alternative booking using my Partner 's details because his own account had money to deposit for the accommodation. From there I tried to cancel the first booking because it was going to charge me if I didn't, apparently I cancelled the second booking that I paid the money to. I called them so That they can transfer money from my the booking that I cancelled by mistake to the one that was declined because of funds. The company responsible for the payments gave me the details of D&H guesthouse so they can help me since the company I called was only responsible for payments. I used the number they gave me through true caller and it was indeed for D&H guest house, I called several times but it was not answered I even sent them emails but no response and it was stated that "a cancelled booking will be refunded after 14 days". It's been over 14days but we haven't received any fund from nor to inform us if they made the transfer. Now I've been checking my bookings only shows the one I cancelled and the other one is on my list of bookings as if I ddnt book. Can you please help me find out why they are not communicating with us because we want to avoid the fact of going to the vacation and find that we do not have an accommodation.