A week later and I'm still waiting for my money

On 22 April 2015 I made a reservation at the hotel to check-in on the 25th. Due to circumstances I had to cancel the booking and this was done electronically on the 23rd. I received an email confirming that the reservation was cancelled and that the hotel would refund my money. On the 25th I hadn't received an further communication from the hotel so I called and spoke to Caroline who assured me that she would refund the money and the funds would be available by Tuesday 28 April. After following up numerous times during the week I was told by Timothy that I should call my bank. I did this and as I had expected, they could not assist me. When I spoke to Timothy again and told him what the bank said he advised that he didn't know what to do. It's over a week now and my refund of R3078 is still not in my account. Service like this coming from such large, well known organisation is absolutely shameful. I am very disappointed Tsogo Sun.