Disgraceful zero communication despite erroneously taking funds with no notification or refund

I made a provisional booking on 11th August 2019 for a couple of nights stay in October 2019 at The Reef Hotel in East London - which is part of the Hotel Osner group. On the 12th August I cancelled my booking free of charge (no charge if cancelled before 25th September!) only to find that Hotel Osner charged my card R540 on the 12th August AFTER I had cancelled, with no communication or notification to myself. This erroneous charge I discovered by chance when I was reviewing my card statement around the 6th September. I immediately sent an email to Hotel Osner - with no response. Then a couple of days later I followed up with a telephone call (from Ireland where I've been this year!) - 3 phone calls later after being referred by Hotel Osner to the Reef Hotel where I had my booking and then the Reef Hotel telling me that Hotel Osner did the finances/took payments for any of their bookings, being placed on hold twice and finally being put through to Antoinette who apparently attends to the payments & refunds - after relaying my dispute about erroneous payment being taken with no notification or refund despite the booking having been a 'free cancellation' cancelled booking nearly a month previously, Antoinette asked me to send her an email direct and gave me her email details. I asked her to immediately confirm receipt and keep me posted as to when I could expect the refund. Antoinette said that any refunds due are automatically sent every Friday - Somehow the payment that was 'stolen' from my card reflecting no reference number on my card statement, failed to achieve any automatic refund. This is tantamount to Fraud. Needless to say, TWO emails and 3 phone calls after payment was taken, and more than a full month after this, again by calling up my card statement, I noticed that the refund was finally sent on the 13th September 2019. Absolutely no communication has been received from Hotel Osner who I hold responsible as they took the money according to their policy but failed to refund - Also, funds taken were subjected to foreign currency conversion by my bank and fees debited to me. I have therefore received a shortfall refund and I am not a happy person. For this reason and for the reasons of poor communication and exceedingly poor customer relations/service and insincere empty promises to follow up by customer service relationship staff, If there was a zero star rating for this group, I would give it. Would I every consider booking with this hotel group again..... I'd rather pitch a tent!