Very Disturb and Disappointed in LPA's service after signing a contract with them

I cancelled a booking and I am still waiting for my tokens to be refunded. I have spoke to 6 different people, I have still not received my tokens. I query online on LPA site, and I am told, they can see the tokens on their side, after advising them, that they may be able to see it on their side, but I cannot see it on my side. I emailed them a screen print of what i can see on my side and still no response. Signing a contract with LPA, was really one our biggest mistakes, they honestly have the worse administrating team on the planet. They are extremely rude and don't care to help at all. Their staff members needs training. When I first called yesterday, I asked them what's their cancellation process. I was told I would lose my R995, which I said was fine, and that I would call back as soon.. I quickly needed to discuss a matter with my husband, which I did and i then called them back. i ask them to listen to the call I made please, I was never advised that I would lose half of my tokens. I then called again, and spoke to a man, that try to help me re- book my accommodation in DBN, and he to never advised me either, that i would of the tokens I would lose, and on top of that, he never cancelled the booking from 8 april to 11 april, so I had to call back a 3rd time. After I had made all my other arrangements, as per my first call to them, I was advised that I would lose tokens and when I told the lady that I was never advised of this, she didn’t care. I then told her its fine, nothing I can do about it now, she cancelled the booking, but I was never refunded the tokens. I then called again and spoke to a man, that said he would check and call me back he never did, so I had to call again this morning. i sent them a screen print, but the the service is really, really bad. Below is proof as requested, that I cannot see the tokens refunded back to this account. I made another call, spoke to MEGAN, and she kept on interrupting me when i tried to explain why the rush for tokens to be refunded and once again, they just dont care. So many calls made for one query, means that there is something completely wrong with your admin and it needs serious attention.