Terrible customer support and refund management

Good day. I have had no response to several emails, am now resorting to HelloPeter and Facebook. Below is the email I have sent:

I would like to escalate a matter that I have been struggling to manage. I tried to make a booking for 'Die Ponthuis' in December [booking enquiry #***4]. My initial payment said that it failed, I got an SMS saying I could retry via a certain link, this link did not take me anywhere upon clicking on it. I thus tried to book again and it said that the accommodation was unavailable. I therefore booked alternate accommodation on another website but then found out that one of my payments for 'Die Ponthuis' had gone through. I then requested a refund and was told I would receive a full refund. I then got part of the booking fee back from Safarinow but did not get the remainder back from the actual accommodation. I have been talking to Dalene Abrahams via email to try and resolve this issue but she has stopped replying after telling me that I must take it up with the CPA or ombudsman. This matter needs to be resolved.