I wish that it same rules here apply here in South Africa - the responsibility falls to the credit card holder to resolve. It is a bank issued credit card so I had to go into the bank to get the statements to prove that the money had been taken off my account. The bank can only assist me by lodging a dispute claim as the money was taken without my permission. This could take up to 30 days to investigate and I have to pay a rather high fee for this dispute claim. The bank also cannot guarantee that the money will be returned to me. The most cost effective way is that BA needs to give me the transaction ID from the refund that they claim was processed on the 21st Nov and then only will the bank be able to trace the transaction from their side. I've contacted the bank that issued the credit card as my first port of call as they have been far more helpful than BA