Money taken out twice and no tickets - waiting on Refund

If i could i would not rate ticket master, they are unprofessional and not helpful at all

i purchased 2 tickets online last week Monday 29 Aug and ticketmaster deducted the money twice out my account and when i went back on to the website it said payment unsuccessful, and i never received any tickets and because they don't have a number to contact its hard to get feedback from them, i have a ref number for the query i did online, support got back to me days later saying there was an error when i was buying tickets and they will refund me, days past and nothing i sent instagram messages facebook messages just for support to get back to me about my refund, support eventually did respond on email and said there was an error doing my payment they need a letter of confirmation and will pay me manually I AM STILL WAITING !! they were communication on instagram messenger but now ignoring me and support are not responding to my emails

i want my refund for both transactions taken out my account and dont know any other way to contact them regarding this issue