CineCentre- Pathetic Service

While processing payment for movies booked (Student of the Year 2) for the 11.05.2019, the site froze. The money was debited from my account but the call centre agents advise no booking made and the money would be reversed into my account within 48 hours. I put through the OTP number (325153) that was sent but these agents cannot even help.

I called the bank and they confirmed the money has been approved and banked. Should I now request a reversal, I will be charged a fee where I won't get my money back due to the fee. I have had no help at all from Cine Centre. How can someone's money be taken and not one person can asssist???!! I am highly disappointed with the service