I need my money back

After an non confirmation booking, I called your call centre to check if you haven't taken any money from my bank account, you confirmed me that no payment was made even when I could see the transaction and the charge on my credit card. After I few days of waiting for the transaction to be cancelled I had to call you again, and again, trying to get my money back. I probably called 5 times to your call centre and I always had the same answer telling me I was wrong, that I had to solve the problem with my bank because you were sure that you didn't take any money from my account. I also sent a complaint through the website explaining the situation to see if I could get a different way to fix the problem. I got an email from you with another unsatisfactory answer, telling me the same thing I have heard over the phone before, I rep**** to this email on the 26/03 explaining, once again, what my bank was telling me about the transaction, but I got nothing from you again. I finally found out what was actually going on only because you sent an email changing the time's flight of a booking reference number I never did! So I realized that you actually took my money and generated another booking reference number with the dates and flights I choose before but without asking me o let me know about it! how ******* is that?! As soon as I noticed this I called the call centre once again on the 4th of April, and the person who I spoke with wanted to charge me $400 AUD per ticket because I was doing a "late cancellation" of a booking I actually never did, of course, I didn´t accept that. She finally told me a complete refund would be done in the next 7 to 14 business days, has been 14 days since then and I still do not get the money back.