Awaiting refunds

In june i made a booking via booking.com to protea fire and ice. Which i then call the hotel straight to make the 50%payment on my booking which a link payment was made. So around 19 September 2023 i called to cancel my booking due to personal reasons i spoke with Mikuso whom he asked that i send bank confirmation and proof of payment . I did that and he assured me that within 7 days i will get my money back till today nothing. I have send them numerous emails i even called and send facebook messenger they keep making promises that i will get my money. One lady named Olivia scott told me that they have phone problems and that my refund is being processed in JHB how so now they not responding to my emails or calls.