Howler no refund after 14 days no proof of refund

I bought tickets for the F1 show and then they reduced them to half price soon after . I reached out and was told to buy 2 half price tickets and they would refund me the full priced ones . I also topped up to pay for refreshments. They say they refunded me on 25 November . 14 days later , no refund . They just send me some transmission details they sent to their finance department . How does it take this long to make a refund ? At the event I tried loading my deposit for refunds . Zero . After the event it disappeared from my account . They say they have refunded this too . What are they doing with our money ? I’ve asked for proof of payment and the bank they paid from they have not been forthcoming .