Villa via failing to do refund its over 3weeks

After paying deposit, then not even day later we do a cancelation. Then a week after a week we call in to ask when we will get our refund. All we are told auditors are handling matters. Three weeks later we decide to go in person at the villa via. First manager refuse to speak to us, and when his reception finally gets him on the phone, all he could say is i dont know when auditors will give you the deposit of 18000, and he is not responsible, he does not handle matters after he left the lodge/hotel and he doesn't care whether we escalate the matter or not.