Credit card issues

Absolutely disappointed with Absa. Last year I paid a deposit and partial payment for a holiday tour this year using my credit card. The tour company liquidated and emailed stating to contact my credit card company. I keep getting back they want conformation of the tour dates. My card statement clearly shows the payment from my card, I have given proof of booking with a second tour agency and Absa is still refusing to refund my money, even partially. On top of everything, when I email, it takes over a week for them to respond asking for the same stuff I've been sending since my first enquiry. It's like they are not even opening the attachments I send them, or even to bother to read my email properly.