Charged for cancelled booking

Good Day,

I had a booking for 26 March and phoned in on the 24th of March to cancel my booking. Booking ***

Money has come off of my account for this and I did not stay over. Please advise. I am happy to move the booking date if a refund is not an option.

The response from the customer relations is as follows:

“Hi Danielle Since you don’t have a name of the person you spoke to kindly send me the recording of your call.”

Another email received:

“Dear Mrs Tannous, I hope this email finds you well, My team has escalated below query to me. Firstly I would like to sincerely apologize for the manner this query has been handled to this stage. We do not require you to provide telephone recording, it is not our procedure nor standard. It is correct that our cancellation period is 24hrs prior to arrival date. Kindly provide me with the contact number you used to contact the hotel on the 24th of March, if you have the time that you contacted the hotel that will make it much more easier to track the phone call and resolve this query timeously. Should the call list proves that you had indeed contacted the hotel to cancel your booking we will definitely proceed and refund the no-show fee or you can advise if you would like the hotel to hold your credit for future booking.“

I still have not received any communication after this email regarding this matter. I am very disappointed as I have spent many a weekend at the Palazzo with friends and family.