Business ProfileforBedsonline

I'm a travel agent. Booked my client to go to hotel in *****. When we asked to change room for less expensive one week prior to arrival, they changed. Price difference was $180. They said that they will refund that back to cc. Next day when I checked my reservation it had pending not confirmed status. I started to call to reservation. They kept telling me to email prepayment department or open a ticket. I opened 3 tickets, emailed 7 times to prepayment. After 4 days prepayment department sent me an email that refund was done twice, and now it's in pending since we need to pay $180. For opened tickets they emailed me the same time that issue was resolved which is lie. People who are answering phone are not really proficient in English. I asked reservation person ******* to add payment, besides her being rude to us, she told me to go online to reservation and add payment myself, but I wasn't able to open reservation and it was no payment option available. Sent 3 emails to prepayment, no answer. In the arrival morning, I called bedsonline hot line. It was flooding in *****. I asked if there is an option to cancel hotel for free, didn't ask to cancel, just was checking that option. Mentioned to guy don't cancel just check. They canceled reservation without even telling me. My client came to the hotel and was told that hotel was canceled. That's absolutely ridiculous how this company is still in business.