Refund after Cancellation

I made a booking at Waterfront Hotel - Durban for 27 Des 2019 and pay the full value of the accommodation Unfortunately I was forced to cancelled I received a mail on 12 June confirming the cancellation for free Conformation number ***. Nobody contact me regarding my refund I phone the Hotel many times speaking to reservations many times try to phone *** Head office back to reservations getting promised they will phone me back Once they said they will reply on my mail sending me a document requesting my bank details even that did not happen I am really out of options can you please help or advice me what to do