Disgraceful zero communication despite erroneously taking funds with no notification or refund

I made a provisional booking on 11th August 2019 for a couple of nights stay in October 2019 at The Reef Hotel in East London - which is part of the Hotel Osner group. On the 12th August I cancelled my booking free of charge (no charge if cancelled before 25th September!) only to find that Hotel Osner charged my card R540 on the 12th August AFTER I had cancelled, with no communication or notification to myself. This erroneous charge I discovered by chance when I was reviewing my card statement around the 6th September. I immediately sent an email to Hotel Osner - with no response. Then a couple of days later I followed up with a telephone call (from Ireland where I've been this year!) - 3 phone calls later after being referred by Hotel Osner to the Reef Hotel where I had my booking and then the Reef Hotel telling me that Hotel Osner did the finances/took payments for any of their bookings, being placed on hold twice and finally being put through to Antoinette who apparently attends to the payments & refunds - after relaying my dispute about erroneous payment being taken with no notification or refund despite the booking having been a 'free cancellation' cancelled booking nearly a month previously, Antoinette asked me to send her an email direct and gave me her email details. I asked her to immediately confirm receipt and keep me posted as to when I could expect the refund. Antoinette said that any refunds due are automatically sent every Friday - Somehow the payment that was '******' from my card reflecting no reference number on my card statement, failed to achieve any automatic refund. This is tantamount to *****. Needless to say, TWO emails and 3 phone calls after payment was taken, and more than a full month after this, again by calling up my card statement, I noticed that the refund was finally sent on the 13th September 2019. Absolutely no communication has been received from Hotel Osner who I hold responsible as they took the money according to their policy but failed to refund - Also, funds taken were subjected to foreign currency conversion by my bank and fees debited to me. I have therefore received a shortfall refund and I am not a happy person. For this reason and for the reasons of poor communication and exceedingly poor customer relations/service and insincere empty promises to follow up by customer service relationship staff, If there was a zero star rating for this group, I would give it. Would I every consider booking with this hotel group again..... I'd rather pitch a tent!