Last minute cancellation did not pay out. Way didn't ABB release payment?

[Kay28]

Guest announced they arrived in town without directions.  They claim they couldn't reach us, but messages and responses were on ABB messages.  Guest claimed they were not able to get any returned responses & cancelled 7 minutes after first contact message.

Cancellation policy states refund available if done 5 days prior to stay.  Customer cancelled 7 minutes prior to arrival & email correspondence.  How do I get my payment if ABB has not release it yet?
Why do I have to chase this down?
It was 4th of July weekend - I lost all ability to rent my property due to this customer.  It's totally unacceptable!

Please help.