Very bad service

On the 28 February 2015 I booked holiday accommodation at Capetown via TravelGround. The booking was finalised, it was made for September. On the 13th May 2015 I had to cancel the booking due to certain reasons. I emailed Zuhaa at TravelGround same day and she rep**** to me that she received an email and forwarded it to the establishment. On the 18th I sent a follow up email, no reply. On the 19th I sent another email, still there was no reply. On the 20th I received an email saying that the refund was processed to my credit card. Till today, I havent received any refund. Yesterday I sent a follow up email, there was no reply. This kind of service to clients is really unacceptable. No communication or updates, you just have to guess what is happening. This is the 11th day since my query. Do I need to go to Capetown for me to be serviced professionally. I really loved TravelGround wholeheartedly, but now my heart just breaks when I see the name TravelGround.