Terrible service and dishonest

I made a booking through Safarinow.com ahead of my holiday at the White House B & B in East London. A payment was made to Safarinow.com, to my surprise the establishment sent me an email saying that there was no accommodation reserved for me. I had been given 3 days to make a payment which is what I did. I called Safarinow and I was given a long story. I sent them an email with proof of payment and to date there is no response or acknowledgement of my mail. No refund has been done....what do you call this? This can be allowed to continue