Breakage fee payment

I booked the place on booking.com for accommodation at Bela Bela in Limpopo and paid for our stay,then at our arrival we were asked to pay for breakage fee of R500 which will be refunded to us if we didn’t break anything. We arrived at the venue on the 27th Sep and we checked out on the 1st,when I asked the reception she told me she was going to send it on the same day. Today is the 4th and I called to ask about the payment the lady is telling me that she sent it and she is lying I asked for the proof of payment,she took the whole day to send it and it’s a **** one. I even went to the bank to verify and the told me it’s ****,and when I tell her she says there is nothing she can cause she sent the money,I have even sent my bank statement to show them that I didn’t receive anything. Now she is ignoring my calls