Disappointing service fro the royal hotel

I booked through Booking.com and got an email from Booking.com stating that my credit card information was invalid and I needed to make full payment within 24 hours and I did make the payment for an amount of R4320. Then an amount of R2160was still debited from my credit card as well. I called the hotel and asked them to refund me my R2160. I spoke to a lady named Anisha and provided all the required information and proof she then informed me that the refund will take two weeks. It has been two weeks and I have not heard back from anyone from the hotel and my refund has not been processed. I email Anisha for feedback and I haven't even received a explanation or reply to my query. The sad part is I haven't even checked in for my booking at the hotel but I am already receiving disappointing service