Refund on double payment for stay

The stay was great but at arrival reception, ask me to pay for the stay, although the stay was paid for already. I departed n 21Jan 2022. The first mail to ask for a refund was sent on the 4Feb2022 and then again n the 23Feb2022. I called on the 28Feb for feedback and I am still waiting for feedback today 8 March 2022. Calling the info phone number numerous time does not get answered.