Samuel Herbert Opera hotel - Tel Aviv

I booked via bookings.com at the Samuel Herbert opera in Telaviv. I cancelled my booking with them agreeing to cancel and waive a cancellation fee . It has benn 5 weeks , I have spoken to the hotel and reservation so we a dozen times - I have no reservation anymore and they haven’t refunded me yet . They are ignoring my nails and don’t seem to care that they have stow. My money and I have no reservation with them.