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I think this is how it works... If you have an email agreement between you and the company that they will refund you then they have to refund you because you have a written agreement that can be proved. If this was me I would email them and ask for the date and time of refund and for a receipt of that refund. Im pretty sure they are required by law to give you proof of a refund. Once and if they give you that "proof" if you can not find it on the bank statement, go to your bank and have them provide you with proof that that transaction never took place in your account. You then have 100% indisputable proof that that transaction never occurred in your account. Then report them. If you what you are saying is true, then you should have no problem with this.
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