MSC REFUND ME

I made a booking with MSC on friday and made a payment same day, by next week Tuesday i was told my booking is cancelled because they didnt receive proof of payment, when their bank statement shows i paid on time why am i being crucified, i have cruised with them before but service was not this terrible, now all i want is my R3000 refund but an email was sent to me to contact Hollard, who is that? i need this dealt with ASAP or i will take further steps