Problem is that a complaint which exceeds three declarative sentences, simply won't get read. All OP needs to do is use the website form to send in a complaint saying, "you charged me for X, I didn't want X, I called you immediately and you promised me a call from the location which never came. Please credit $Y."
Wait a few business days and then initiate a CC dispute for $Y.
Don't waste your breath on tracking stuff down. Money talks.