Bad taste in my mouth

I have been waiting for a resolve for a cancellation of my booking for four weeks now. The company is holding on to my refund and they are telling me about some cancellation fee that is not even on the policy, policy which I have not been provided for until I wanted to cancel. This is very unprofessional. To top it all? The company hadn’t even paid for the deposit that I gave to them. I’m deeply disappointed at the level if professionalism and service.