Disgusting service!!!

We went on our long awaited stay at Protea Hotel Karridene Beach on Saturday the 10th Nov as a group of friends .We booked 3 rooms. Saturday was great however on Sunday morning, room 417 which myself and my friend in who's name our room was booked under, found some crawling bugs which we took a video of and showed a lady called Nishi who advised she will give us a complementary room, which didn't make sense as we had no intention of coming back due to all the disappoimtment. So we went back and we were attended to by an African man who introduced himself as the Senior manager, i personally told him we don't want a complimentary room as we had no intention of returning but a refund would be better and he gave us his word to give us a call on Monday the 12th November. He has not called since then and i find this extremely unacceptable, disgusting, and i feel **** to. Why promise to call and 3 days later there is still no call? If he has no solution right now then he should have at least called to ask for more time. I find this extremely disapponting and thank God we took a video coz if he can lie about calling us, then he would have **** about the incident too. Worse i have a friend who has also been there and has advised they also experienced the same thing, apparently this has happened various times before but nothing has been done about it. To make matters worse management was acting all surprised when they knew there's been complaints in the past. I need URGENT feedback on this.