Poor service and using delaying tactics with refund

Been struggling 2 days now with you to initiate a refund. Why do you keep sending me a pre-generated email stating that you have contacted the establishment? The establishment already acknowledged that there was a misunderstanding with the booking and that my dates are not available! The establishment already consented to a refund! What is your problem refunding me while I'm at no fault!!!!! I've tried to phone you to discuss this, bit it is impossible to reach you telephonically!!!! I'm fed up with your poor service and using delaying tactics to refund me!!!!!