Account deduction but no ref. number or flight inf

I was online doing a SID payment to mango , the system then froze and it seemed to kicked me off. I was concerned that the payment had gone through and waited a day for booking confirmation that did not happen. I then rebooked a ticket at a higher price only to find out that when I returned from the Easter weekend they had deducted both payments ...... !! So I started the process of requesting a refund , I have had back and forth communication for the last month and on the last mail from them they ask me for a reference number ... I WAS NEVER GIVEN ONE !! <br> <br> Just a run around every time a try get an answer.