Is Tsogosun now ******** customers to get money?

Checked into 54 on Bath on the 21st of July 2018 and checked out on 22nd. I was forced to pay in advance for my accommodation for 02 days. On check out, reception refunded my balance into my account via a card machine. Till date, I'm still waiting for the refund to reflect in my account. All efforts to enquire as to what to do to get this refund has been met by elusive reaction but no result, and the company has been quiet. Can this be resolved or has Tsogosun now resulted into cheating visitors out of their money