COMPUTICKET AVOIDING REFUND

I paid for a ticket online, which timed out, but the EFT was paid and money has not been paid back. That was the 26th of May and the 27th of May i logged a call. Computicket has my money and keep on saying that it is a system error and that they never got the money. They have the money as i haven't been refunded. Would one call that theft?