Refund of cash payment for booking that did not went through on the system

On the eveving of the 26th of November, I made 2 bookings. When I did the 2nd booking, I was prompt to pay an amount with my credit card due to a lack of user points. This booking never went through. Flexi Club received the payment but allocated it to my account. I requested Flexi Club to pay back the money and since the 29th of November, I am emails to them on a daily basis without receiving back anything from them. This is not how they should treat their customers and I am very dissapointed.