Terrible Service and no Communication

I booked accomodation and paid in full on The Kingdoms website on Monday 25 April around 5pm. On tuesday 26th around 8am i recieved a call that influenced me not being able to go to The Kingdom as planned on 3rd May and i immediately called in to try find out if i can cancel or chose alternative date to which i was told because its less than 24 hours since i made the booking i should use cancellation link sent via mail and forward it to *** to request refund. The whole of tuesday no response was recieved. Around 3pm i. Called in and this lady asked what the email i sent the cancellation with was, after i told her she hung up. Sinxethenits almost 48 hours later and nobody has gotten back to me regarding my refund, is this how Beekmans operates? Just keep customers hanging with zero communication?