Have not received my refund

I booked holiday accommodation late August 2015 at The Sails in Durban (Point Waterfront Accommodation). Due to unforeseen circumstances I had to cancel. Siobhian informed me that because she had someone to replace my lease I would received my full refund minus admin fees. This was early November 2015. I have been sending emails and calling to no avail since end November 2015. Last I heard from Siobhian she said that my refund would be processed by Charlene in the next 3 days. This was 30 Dec 2015. 12 days later I still have not received my refund and have not heard from Siobhian or Charlene. I have sent emails and no one responds to the phone.<br> <br> Someone please assist.