UNFAIR BUSINESS PRACTICE WHICH DOESNT CONSIDER FIVE DAYS COOLING OFF PERIOD

I booked an apartment on 6 Feb 2018 via booking.com and cancelled that booking following day due to unforeseen circumstances. But to my amazement they debited my account on the 11Feb. I called them instantly and Shaida referred me to Goodness who after checking her books realised they debited without verifying cancellations. I requested her to reverse the R2000 debited and said she must firstly speak to her boss for permission. because she might reverse it and the bank can also reverse it. I wend to FNB for assistance and filled in the reversal form. To my amazement FNB couldn't effect a reversal due to the fact that according to the cancellation it indicated the entire amount to be paid not the deposit I paid. Ushaka is currently sending me from pillar to post. What can I get back my money