Theft of bookings and deposits NO REFUND

I had booked a December holiday away at Rainbow Resort on the 7th of December, to my unfortunate accident I had a miscarriage and was no longer able to go as I was in hospital. I had cancelled the booking on the same day which is the 7th of December 2019 upon notifying them a consultant advised me to do a reversal which I then tried with the bank and they told me that it was already cleared and I was unable to do this i then contacted the resort and i was told that they will refund my deposit back it's now the 14th of Jan 2020 and everytime i query it I'm told it's being processed i have still not gotten my refund back and they have been giving me all different stories. The service I received was petethic and low I did not expect this from a know holiday resort they have taken my money and refuse to refund it