Delayed refund- hotel booking was cancelled in tim

I booked hotel accommodation through Discovery/Kulula on their vitality hotel collection and required me to make the full payment which I did via my credit card. Your terms and conditions state that if I cancel within 21 days of my booking date, I will receive a full refund within 7 days, <br> <br> So, my booking was made for 23 April, I cancelled on 9 March which is way more than 21 days and to date still no refund. When ever I call I am told that it has been processed and the refund is in the queue??<br> I have spoken to 3 people and every time I am told they will call me back after they investigate. Guess what, no one calls back so I call again on 22 March and demand to have it sorted in which the gentleman I spoke to (Amien) was helpful although I was told that his supervisor has just authorised the refund which will probably take another 7 days. When I asked why this is as this is not what their policy states, I was told that Kulula had in fact already paid the hotel and they are waiting for a refund from the hotel. This should not be MY problem and if this is how a reputable company such as yourselves operate then there is serious cause for concern as this is not stated on your t & c