Sondela Nature Reserve Failure to refund

Good day

I would like to lay a complaint against Sondela Nature Reserve regarding my cancelation refund, I had booked accommodation for 4 adults in one of their chalets through booking. Com, on the 21st of April, R3500 was deducted from my account, on the very same day, I had canceled the booking after the full amount was deducted instead of the deposit. I have made several calls up until yesterday the 4th April 2021 to follow up on my refund and everytime I am told the money will be in my bank account within 48 hours, but nothing is available. I have also contacted my bank to verify if they had received any refund but there is nothing. I am very frustrated because I need my money.