SafariNow - no service - no comunication

We booked accomodation via SafariNow several times in the past years and all went fine. So we booked 2 accomodations for our vacation 2020 and paid the deposit/total amount before the lockdown in South Afrika. On June 17 we were contacted by SafariNow, stating that SanParks had cancelled all reservations, informing us that we are eligible for a full refund and asking how we want to proceed (Ref ***9). We rep**** immediately that we want to cancel and also asked for cancellation of Ref *** (in time for free cancellation) We have had no response from SafariNow since. So we asked again on July 18. We still have had no response from SafariNow. Yesterday, a "welcome mail" for our booking Ref ***9 arrived, regardless of the fact that SafariNow got our cancellation and regardless of the fact that SA is still completely closed for leisure travellers. This is a quite an interesting kind of service for a longtime customer!! SafariNow - please contact us!