Poor Customer Service

I wanted to upgrade my ticket from Zurich to Manchester. The transaction did not go through on Swiss Air side but the money went on my credit card as unclear. Numerous phone calls and facebook still no where as my bank need a email stating the transaction did not happen. Shocking to see all the bad reviews about Swiss Air. I want to upgrade my seat but cannot do it while money is not released to my account. My first time I booked with Swiss Air but with no customer service assistance will definately be last. Doubt any response from them