Extremely poor service

I booked a room on 20 June 2022 and paid the full amount. On 21 June 2022 due to circumstances beyond my control I had to cancel the booking. I was told that I would loose 10% of the booking fee and refund would tak place within 5 days. 10 Days later and I am still waiting to even get feedback on when to expect refund. When I phone I am told that someone else is working with the query and this person will give it through to the owners. I am not getting an answer