Unsettled account query

The Hotel in itself is amazing, but no one at the Hotel wants to help me settle an account query. I paid R3328.21 for two night’s stay, but the hotel billed me for an extra night that I didn’t book for the amount of R1664.10. I brought it under the attention of the front desk on the day we booked out. They assured me that the money would be refunded to me within seven days. That was the 5th of November. Since then I’ve been phoning the number they gave me to follow up, but no answer. I’ve also sent e-mails with the hope of a response and help, but to no avail. My money has still not been paid back.