No response to refund and terrible customer service

I have been trying to obtain a refund for a booking at the Capital Zimbali for over a month. After initial confusion/ineptitude of booking agents not even being able to trace the payment, I was assured it would be paid before the 15th. Now I do not even get a response to my queries. Where is the customer services manager or someone that can explain why you are refusing to refund me? Is your reservations agent - Muhammad Sheik - deliberately ignoring my calls and emails. Someone needs to make a plan and take responsibility.