Failed payment actioned and not refunded - no help in sight

Recently we attempted to make a payment to SafariNow for accommodation. The payment kept failing and as such, we booked with our chosen establishment in person and paid upon checkout. We then realised that even though the payment had failed through SafariNow the amount had actually come off of our card. SafariNow has confirmed that the payment failed on their side and that they never received the payment and yet it has taken Standard Bank 2 weeks to do absolutely nothing about it. We have been given email addresses to contact, we have spoken to people on the phone for hours and still, it is a complete mystery as to where the money is. We have been clients for decades but are seriously considering our options. I need answers and I need our money back.