Kulula holding my money

I tried to make a booking via the discovery website on 8/03/2016. My booking did not process on the website due to a technical error however the amount of R16672.00 was taken from my credit card. i have tried via email and telephone for someone to reverse the authorisation since 8/03/2016 with no success. Every time i speak to someone i am told it will take 24 hours but it has now been 1 week and still nothing. i cannot proceed to book my flights as my money is stilling in Kulula's bank account and no one is willing is assist. i need this sorted asap.