Bad customer service

I'm very disappointed in Protea Hotel Fire & Ice Durban, I made a booking and paid R4000 for accommodation reference ***9 due to unforeseen circumstances, I had to cancel the booking and requested for a refund. I was advised that it's free cancellation if you cancel 24 hours prior to the arrival date, My booking is for October and have been dealing with the lady by the name Nomfundo Mkhulise. She requested that I provide a bank letter for the money to be refunded to my account which I did, I also attached the proof of payment and Id copy. 3 days later I ask how long does it take for the money to be refunded she says it takes very long it could be 2 weeks like what the hell??? Again now she mentions that the bank letter is older than 3 months they require a new one how *********** is this person? could she not advise on the very same day I sent her the documents? why wait for me to call and enquire then you start informing me of all this nonsense? Protea please refund me my money and stop coming with nonsense stories.