No correspondence, no refund

I purchased tickets online but encountered a problem, yet payment went off. I tried again, payment went off which amounted to R1400. On both times NO booking confirmation was given. I called helpdesk to inform about their website being faulty & could retrieve my last booking & then emailed my booking info. I sent copy of bank statement to prove amounts going off twice & got no feedback after a week or no refund. I called again to speak to Richard at helpdesk who wasn't in till 12, left message to call back. Nothing! I called again & finally Richard was available but till couldn't give me info, his superior & many others were in meeting. No one has called me back, I have to call & get info of my own money yet to no avail. its costed me double amount for tickets, my time, my airtime just to get info or my money back yet no one has called.