Very bad service

I booked return flights, for 2 of my sisters successful and went online to book other tickets but was unsuccessful but the money went from my account of which I understand why after a phone call. I tried again as discussed that I should try at a later stage I did and the money went off but the booking was not successful. On the 3rd attempt, i tried the booking was successful the money went from my account. Okay now had to get my refund for 2 bookings that were unsuccessful. the bookings were both made on the 31st of October and until today have not received my money back - Jeremy has been helpful but the finance guys are just as bad - they only need to write a letter on their letterhead to tell the bank to release money and send me so that I send it to the bank to release my money. I regret booking with them their service is bad. I have called and sent email but they don't care. Can anyone help