Not refunding because I paid with credit card

Unable to get a refund because I used my credit card from discovery. They said they reversed it to the card, but did not and I have not gotten the money back. They also said I could not get the cash back. Now they want a statement from discovery which is a mission for me to get because discovery does not have banking outlets. This is in fact *****ing because I do not have the product that I paid for, neither do I have the money I paid for it.