Bad service - Cancellation and re-imbur*****t

I booked and paid 3 bedrooms in the Sun City Hotel about 7 weeks ago and realized the day thereafter that I unfortunately need to cancel the booking. I immediately sent the paperwork through for re-imbur*****t and send it to the applicable email adress provided. I have not received any response or the re-imbur*****t . I need urgent attention please.