Failed to reverse my funds for a failed flight booking

I booked flights on the 10th of February through the ebucks travel platform. Both transactions were unsuccessful and only 1 was reversed. I called immediately and was told that I would get a refund for the other ticket in 24-48 hours and that I should book another ticket. First of all I am unhappy that the transactions that were reversed were cheaper and I had to pay more literally minutes after the reversal. Secondly, today is the 10th and I still haven't received the refund. I had to call and endure ridiculous holding times even though I had a reference for my previous call. Agent says that the amount should have been reversed automatically and she would log a manual reversal, to which I asked why their system couldn't pick up that a reversal has failed. It's clear that someone is not doing their job of pulling error reports and following up. Incoveniencing the customer. Our line got cut off while I was asking for a 2nd reference number and the agent didn't bother to call back. Ridiculous service