Most disgusting customer service & after service

I have booked an apartment for about 5 days which amounts to R2000 , the money has been deducted and I was contacted by one of the “WEX” employees to cancel And will be reimbursed fully, I then cancelled my booking on bookings.com and it stated I would not get my money back, I then called the ‘WEX’ employee in a panic to let him know what has been stated in the cancellation that I would not get a cent back. The WEX employee then told me not to worry he will fix it and I will get my money back, that happened more than 3 weeks ago and I am still waiting for my money. I was then ignored by the employee who said I “MUST CANCEL” , he is not answering my calls or texts (bare in mind that I have all logs, texts and the number who contacted me), I then contacted the WEX and now the owner is telling me I have no choice to get my money back I have to accept a voucher and use it all in one go I do not have a choice or option. This is the most disgusting way of treating clients that was at their property before. They don’t care about customer service as long as they take clients money, the owner is heartless and has no remorse for reimbursing me with a refund, stating it is policy and I do know my consumer right. I am forced to go back to the property as they have a pending R2000 from my hard earned money. I urge people to not have any dealings with the WEX as they are cold and ruthless. Never will I ever recommend them to anyone ! & I am still trying to get my money back and I will not leave this matter as it is.