Refusal refund customers

I booked (and paid via credit card) for a ticket online this on 27/02/2018. After the transaction was completed, I saw that it was the incorrect cinema. I then called the Customer Care line ( ********** ) around 18:30 to get a refund but was advised to call back at 20:00, as their system was offline. When I called again at 20:00 the system was still offline and I was advised to send an e-mail to this e-mail address to pursue the refund. I e-mailed Sterkinekor twice after that with my credit card number and a statement, indicating that the money was deducted from my account. To date, I have not been refunded. CAS-137010-Y7G3N9 STK: ********** 001644