Worst Customer Service- They just want your money

I booked and paid for 2 nights, On the day of check in I had a family crises and couldn't check in. When I arrived the following day, the lady at the front desk asked me for a breaksage fee of R1000. My husband went to the ATM to draw the money, only when he came back we were told that our room was given to someone else and they are fully booked, they did not bother to call us and notify is about that. We had to drive from O.R Tambo only to find that out when we got there. They said that they will refund me for the 1 night within 3 days, today it's the 5th day and I haven't recieved my money. I want my money, and please do take your staff for customer service training, they are rude especially the black lady ,the coulored/indian lady was just clueless.