Pathetic service

I booked and Airline ticket on the 27-09-2019 using a debit card and the payment was unsuccessful with my trip but is on reserved on my bank account All I need is confirmation in a form of a formal E-mail/letter stating that the money was not received and that my Bank needs reverse the money back to me,after about 10 calls to different *********** and rude agents,still nothing, all I get is emails with loads of grammatical errors, incorrect reference numbers and call centre agents trying to prove that they are right and I'm wrong.

I know my money is not with My trip but with my Bank but the bank needs authorization from my trip to release the funds to me which is what ALL the call center staff fails to do,I asked to speak with a manager/supervisor only to be put on hold for 4 minutes and then get told that there is none available.