Waiting on my Refund

I paid for a booking online which was confirmed on my end and the money was taken off my bank account yet Fly Blue Crane did not process the booking. I only saw this when I tried to check in online. I thereafter called the call centre 8/03/2016 and it was confirmed the mistake was on their end and I would receive my money back. To date I have had no feedback! I had to call in only to be told by Bianca my request is still not submitted. I want my money back asap please. The worst first time experience with Fly Blue Crane!!