Still waiting for refund

No Refund after the chalet I booked burned down at Manyane Resort. In July 2023 I booked for the long weekend 23 Sept. The resort chalets burned down on 16 Sept. On 18 Sept I asked reservations what can be done and was offered a full refund. They asked my bank details etc. It's now 3 Oct and lots of emails and calls later and I still haven't received the refund.

Every time I call I get the answer that they're waiting for Stephinah Tshehla, who I also send an email but don't get any response.

The telephone number on their reservation confirmations doesn't exist.