sick and tired

about 2 months ago I went online and booked accommodation at Garden Court Umhlanga, due to unforeseen circumstances my dad passed away on the 8th may 2015 and my father in law passed away on the 15th May 2015 I contacted kulula on the 19 may to cancel my booking, I received an email from tonita confirming my cancellation and saying that my money will be put in my account after 10 working days, on the 9th 16 working days later no money was in my account so contact tonita regarding this she asked for the email that she sent me I forwarded it to her and she called saying she would get back to be regarding this on Tuesday the 9th June got no call back!!! 10th June Wednesday she calls me saying there was a problem the money hasn't been transferred and she cant tell me when I can expect payment!! so told her what's the reason she said she didn't know will find out and get back to me.... still waiting for her call!!!!! this is inacceptable , so if I didn't call to find out why the money wasn't in my account no one would of contacted me!!! this is not the first time I am having a problem with kulua booking!!! I know my rights, this is going against the consumer protection act!!