Impossible to get a refund for money that was taken from my account with no order

Tried to place an order on Superbalist.com, but I received an email from them that stated that my payment was unsuccessful. I noticed that the amount was taken from my bank account even though the order did not show on my profile. Sent Superbalist a bank statement, but they insisted that they require a proof of payment to process a refund. My bank informed me that they cannot send a proof of payment in the format that Superbalist requires, as it was an online transaction on my credit card. The bank also confirmed that the payment was banked on Superbalist's side, so they will be able to locate the payment. I've sent multiple emails and tried to phone Superbalist, but the keep sending the same response saying 'please send a proof of payment'. It shouldn't be so difficult to get a refund on money that was wrongfully taken from your account.