Dishonestly claiming my money

On the 30th April, I attempted to book a movie on ster-kinekors beta website for the blockers movie. Upon entering my credit card information and OTP their site timed out.l however still debited my card. I never received any booking confirmation. I then proceeded to call the contact center. They lady informed that the funds would be returned within a day or two. A few days passed without the funds being returned. I then again called the contact center who advised that I send through a bank statement showing the funds with my card information. I did this and received ticket reference CAS-154115-D5Y7V9. Another week passed and I called again as I haven't heard from your company. The lady Kelsey then told me that no one attended to the ticket however she sent it to your financial team and the money would reflect within 4 days. Another week passed and nothing Why are you guys trying to ***** my money?