poor customer service !!!!!!! not giving my money back !!!!!!!!!!!!!

We should have slept at lower sabie on 15/01/2021 but the camp was closed due to staff testing positive for Covid19 and nobody phoned me to tell me and make alternative arrangements I had to phone after you guys to find out what was going on. We did indeed went through on the 15/01/2021 as day visitors but we still have money lying on my account I please want to this refunded as soon as possible I have been waiting since 16/01/2021 for my money as well as a response from you !! i have sent them numerous emails about 4 or 5 mails to get my money back but they never reply . i have read receipts on my mails and i know they did receive it cause i got a read receipt everytime.

it is now 17 almost a month that i have been waiting for my money or any response from them