Money not refunded and bad attitude

I went on a cruise earlier this month. I loaded money into my cruise card by making use of my credit card. I never used most of that money and it was apparently supposed to be refunded back into my credit card. None of that was done, instead they too more money from my credit card. I have been trying to get hold of them and I get contradicting information and bad attitudes from different call centre personnel. The one lady actually just hung up on me. I would warn anyone who was considering going on a cruise to re-visit that decision!!