Delays in Refund and Lack of Emphathy

I made a booking with the establishment without noticing that the credit card provided in the system Booking.com expired on 31/01/2023. Upon getting notification of the credit card I called the office CityStay to provide an updated credit card. I was informed that my booking was canceled.

I then updated my credit card and the establishment went ahead to deduct R3 462,75.

A week has passed and a consultant by Zeena keeps on giving feedback that the funds are ON-HOLD by a third party. I need my money ASAP, I am tired of excuses. Zeena was quick in canceling my booking and now she is taking long to action let alone to ensure that my money is refunded.

I want my money.