Poor customer relation

My Daughter booked High Tea for two. They wanted payment done immediately ( Sunday) EFT was processed but because the amount did not reflect in their account, they wanted to cancel the booking. Second EFT processed on Monday and a copy mailed which was accepted. Wednesday reflected that both amounts were received by 64 on Bath. A week later, and 3 calls later, this refund is still outstanding. Quick to receive your money but a huge process to refund. Not very polite of an organisation that survives on hospitality services.