Bad customer service and delay in breakage fee payment

We rented accommodation in Uvongo from 4th September to 6th September and I must say that the agent dealing bookings and all other communications Penny has terrible communication skills and no regard for people wat so ever. Firstly when we made the booking the total cost was not clearly displayed and explained until after we made payment for the accommodation. She then informs us of a r1000 refundable breakage fee which we paid. The accommodation was left clean and with no breakages by us but we were told that we broke a fish ornament. When we asked her for the video displaying the accommodation before our arrival it displayed that the very same ornament we were accused of breaking was already broken. With that being established, no apology wat so ever was made by Penny. We understand that payment of the r1000 non breakage fee was to be paid 21 days after checkout but it's now been way over 21 days and no refund or communication has been made by Penny. When we ask about it she just says that it was processed but no POP was provided or further communication made. We really loved the place that we stayed in but this poor service from Penny leaves me to write this review. I want Penny to process our refund and apologize to us for this horrible service provided by her and the refund should be in the paid bank account by no later than Friday 16th October 2026.