Refund

I booked a place in Gooderson beach hotel in Durban on the 3rd of November online. The terms & conditions was if cancel before the 17 November will get your money back. I cancelled on 13 November because after booking their contact number they gave me after booking is not working, as I wanted to confirm some of the things. I googled another number for them after I cancelled as a I wanted a refund still I was taken from pillar to post from that number, I don’t remember how many times was transferred keep on saying I’ve dialed wrong number. I managed to get to finance I send all the required documents. I was advised to to wait 2 weeks which I didn’t mind cause it’s their policy but do funny because the money was debited immediately after booking. Now 2 weeks has passed still no money on my account. I call them everyday they keep on telling same thing everyday that the money will be on my account tomorrow since last week Monday. I don’t know if this is ***** or what cause it seems like I am not getting help. The lady who I spoke to from finance the one that I send the documents to Themeka Shange they keep on telling me that she’s busy on another will get back to me. It’s so funny how someone can be busy the whole day on phone.