I have not received my refund/Bad attitude

I made a booking for the 7th of November 2015, and on the 1st of November i heard the place caught fire. I have since been trying to get my refund with no help at all. When i was given a reservation i made the payment immediately with no problem, but for me to get my refund Katrien was rude to be and Hendriette since asked me to complete a form of which its was completed on the 13 November 2015. its the 25 November still no respond to my email, and my money has not been paid to my account. I am very disappointed