Refund and Pathetic service

I am very disappointed with the service received on the 22/07, I called in to book a ticket, provided the agent with the card details for online payment, payment went off success from my account and to my surprise Intercape didn’t receive the funds even thou I have sent the bank statement confirming the transaction. 23rd I booked again and paid via eft. Later on I requested refund of the 1st transaction and no one seems to be assisting me. My bank referred me back to Intercape Bcs funds are sitting in their bank account. My bills need to be paid. I am frustrated and stressed. The staff and team leaders aren’t even apologetic about the whole situation. Been sent from pillar to post. What if the staff know where the payment is and they protecting eachother. Urgent answers is required with REFUND