I assume that you are 100% that it was charged to your card. Just odd as when I’ve cancelled within 24 hours in the past the charge never even showed up on the card. I would have followed up immediately after the charge appeared if it was cancelled the same day it was made.

You said you have the original email from when it was cancelled, you should ensure you keep that. Oddly later in your post you said you hadn’t received a confirmation email, but I assume you mean after the initial confirmation.

I would have certainly followed up when you got the email to check in. You say that the PNR didn’t work, but you did verify to make sure the trip still didn’t show up in your my bookings?

Also at no point have you called? With time being of the essence starting with the web form probably wasn’t the best course of action.

I would call them and lay out the story and see what they can verify from their end.