Day light *******: Book flights , no voucher.. No refund refund ?

I have booked a flight to Durban on the British airways app on the 18th October. No e voucher was receive and I had to rebook my ticket (which I did on travel start) I never received an e-tickets . So my account was debited the following day. I reported the isuue at the customer care at the airport. I was told to email ***. (In the mean time I have emailed four different accounts with regards to my refund). I eventually had to phone my private banker to report *****. When phoning them , you have to hold on for more than 10 minutes , with no answer. I got a call back eventually from British airways Jacky, apolite lady. I was told that I won’t get my full refund. I should phone *** why I am not receiving my full refund. I phone and they can’t help me as it is not British airways Unacceptable! It is not my error that I didn’t receive an e voucher and they debited my account. So frustrating, as I had to phone Kulula at ***. No help. I’m already flying or using their flights. Why aren’t they refunding me in full????