Booking modifications- Refund pending

I booked with this urgency on the 27 November 2025 at Kingdom Holiday resort, my holiday was starting on the 2nd January 2026 to the 5th January 2026, one of the accommodation I requested was a three bedroom Villa with a splash pool that costs R22 850.00. On the 31st December 2025 I got an email explaining that the Villa with splash pool is no longer available so they have made modifications to the booking and moved it to a three bedroom chalet with no splash pool.And further explained that the resort is aware of the modifications so it will be discussed on Monday after our check-out. I have been contacting them since the 12th January 2026 regarding this matter cause there was a refund due to me because of the modifications but till today I haven’t been paid back what I am owed. Instead I am being ignored or sent from one consultant to the other, my case’s refence will be created and opened and get closed within a week which I don’t even understand why. Can you please kindly help me with this issue as I was looking forward to be visiting this place more often in future but they have disappointed me badly and this was my second stay with them.