Not refunding on cancelled reservations due to unathorised payments

I tried making a reservation via their call centre online and they kept telling me that my reservation had been cancelled but the money had been deducted on my card. The agent told me the transactions will be reversed and the money put back in my account in a few minutes. The transactions have not been reversed to date. I tried calling their call centre they put me on hold then the call gets cut off. I have sent an email still no feedback. They are trying to get money out of me for a service that was not rendered.