Refund cancelled booking

I am struggling to get any feedback or even answer on the phone from the Old House Lodge in Beaufort Wes.I have sent emails and whatsapp messages regarding a refund that must be done on a cancelled booking in December.Michelle sent me an email early Jan asking for my banking details and said that the lady dealing with refunds will be back the 10 of Jan 2022.It is now end Jan and no word no answer and no feedback.They are very quick to take the money from my credit card but when it is time for a refund there are problems?