Disappointed ? Poor service

I am highly disappointed on doing business with Mariott hotel, they debited our account three times for one booking, we have been asking for a refund but is taking forever, its either the person you spoke to she is busy online, or she is absent from work. We have tried our best but we not winning the case is moving from one person to another, they have all the proof that they took more than they should even our bank records shows that the is money hanging from the hotel all they need to do is to send email to the Nedbank to realise the amount. I'm writing to Hello Peter not because I want to bad mouth them, But I want to believe that someone is not doing her job. All we need is REFUND.