Stay Easy City Bowl Cape Town

On the 8th of September 2017 I called Stay Easy City Bowl Cape Town to cancel my booking and get a refund for the money I have already paid. Firstly, they will put you through to 20 other departments before transferring you to the correct one (probably hoping your airtime runs out). Secondly they asked me to send them bank statements and ID copies, things they did not care for when I made the booking and payment. After the booking was made they continuously sent emails informing me when payments should be made and I didn't miss those deadlines. I sent them all the required documents and it is now the 20th of September and I have not received a single feedback from them.. now tell me, is this how a new hotel should be conducting business?