Lack of service and customer support

I made a booking at Riverstone lodge Muldersdrift in August 2018. I have ever since been trying to book a new stay as I was unable to go on the dates in August due to being very sick. I was asked by Safari Now to send a doctor's note to prove this and the lodge will then refund me. I sent this through to them and never received any feedback. I then followed up directly with the lodge and Blessing at River stone advised me that I need to deal with Safari Now directly and that they do not have my payment. I then contacted Lucy at Safari Now and was told that the lodge received my payment in August. with a lot of back and forth and trying to secure another date no one replies to my e-mails from either Safari Now or Riverstone Lodge. I then received a reply from Lucy in December, two weeks after I sent a mail with a new date and was then advised that I need to pay in extra for my stay. Until now I have not used this stay and have paid for something that I have been struggling to use or be refunded. with this kind of customer service and lack of attention to my requests, I certainly do not wish to stay at Riverstone lodge or use Safari now again. My frustration is unexplainable and this is certainly not a manner in which to treat a customer who paid for a stay and has not been contacted on time to secure my dates I requested to be changed or my refund!!!! TERRIBLE EXPERIENCE paying for something and have not been able to reach any one to resolve this as my e-mails are just ignored.