Reversal of Payment

I have send a Outstanding Authorisation Reversal Request trough to [Email Removed] on the 13th October 2015 and received a mail back from this email account state ting that it would take 5 working days to be resolved. I tried to purchase a airline ticket over the internet, and accidentally put in the wrong last 3 digits of my card. It gave an error on the airline page, but the money went off my account. It has now been day 9 after I first lodge the request for them to reverse this money, and still no reversal. I phone again today, but I get the same reply from the call centre agent. They do not know why its taking this long.