Money paid but no ref no and refund

I booked a ticket for my sister on the of October paid with capitec card and we did not receive any ref no. tried to call several times and the customer service agent gave us an email address wich we did send an email but the money is not back into our account we had to book onether bus till now we only get empty promises poor and horrible service this is the student that you u are robbing plz pay back the money