Refund for cancellation

I booked accommodation through them for the 2-3 August 2020 through booking.com.On booking the full amount due was deducted from my account immediatly with free camcellation option. Due to unforseen circumstances I had to cancel the booking.On doing so a confirmation email was sent to me by Booking.com informing me that my cancellation was confirmed free of charge and my money would be refunded "soon" and no further action was needed on my bahalf. A week later I still hadn't received my money.I send an email and I am told to send my banking details.I sent them... three days later no refund.I call I am told to resend banking details and that there is a fee I will pay for cancellation.When I say I didnt see this on their website I am told its not there but can be sent to me.I resend banking details and am told money will be in my account by yesterday 24/07/2020,today 25/07/2020 (2 weeks later) money is still not refunded.They deserve half a star.Poor customer service!!