Taking money, not giving tickets, not refunding

I tried to buy tickets for Avengers:Endgame, I completed the entire process up to the point where I had to enter my OTP. The FNB portal sent me back to the Ster-Kinekor site, which then told me the booking was unsuccessful - AFTER TAKING MY MONEY.

I tried again and the 2nd time I successfully got my tickets. I essentially paid for my tickets twice (7 IMAX seats with some discount cards - R666).

I have been struggling for weeks to get the money refunded, here is a list of dates/times and what happened:

2 April around 17:50 - Attempted to book and got an error AFTER PAYING

2 April around 18:00 - Attempted to book again, paid again and got my tickets

4 April at 13:10 - Called customer care and I was told to send an email to ********** with the details of what happened, along with a bank statement showing the deductions, my card number and my phone number.

4 April at 13:46 - Sent an email as per above

4 April at 13:52 - Received an email confirming my case number CAS-192432-R8F2C8

5 April at 18:35 - Received an email requesting me to send my phone number - WHICH WAS IN THE INITAL EMAIL!!!!

6 April at 12:10 - I sent my number via email

7 April at 19:33 - Got a call from SK where they asked me again for the details, even though I added everything they asked me to the email I sent. I was told I will receive an email regarding the refund and the money will reflect in my account in 72 hours (I have until this day not received the promised email).

10 April at 16:13 - I sent an email requesting an update as the money is not reflecting in my account yet.

15 April at 16:04 - I sent yet another email requesting an update as the money is not reflecting in my account yet.

17 April at 09:14 - I phoned customer care again to get an update as there is no response to my emails. I was asked my case number, which I provided. I was then told that the issue is with FNB that did not yet do the refund and it will be escalated. I asked the customer care agent if he can send me an email to confirm - to which I was told that he doesn't have the ability to send an email (WHAT?!? - HOW CAN CUSTOMER SUPPORT NOT SEND EMAILS ON AN EXISTING CASE TICKET??). I was told that the supervisor will be in shortly and they will be able to send me the email as I requested - Again, I am still waiting for that email.

24 April at 10:00 - Writing this review - 22 days after the money was deducted from my credit card, I still don't have it back. I am pretty sure it can be considered as *****ing at this point. That is 21 days that SK is holding on to R666 which belongs to me, in some cases, that is the difference between starving and being able to put food on the table.

At this point I am expecting SK to go out of their way to get me my money back as well as compensate me for the inconvenience caused. I go watch movies at least twice a month, always in IMAX.