Etihad Airways complaint: Took money but didn’t issue ticket

I booked three tickets to Sri Lanka on the etihad app. It took the payment of 8000 AED but never issued the ticket. I then rang etihad and the customer service person told me that they were experiencing issues with their app because they were swiping systems that yes they had taken the money and no they couldn’t issue a ticket and that I would have to book and pay again! He reassured me that the money would be back in my account by Thursday. This was on Sunday. I then called up later that evening and booked new tickets and paid using all my mile and the difference. I had been saving my miles to use in the summer but I couldn’t afford to pay double for the ticket and if I waited to be refunded the prices would go up. It is now 10 days. They have still not refunded the money and their etihad gold member Customer service person whom I spoke with is next to useless. She informed me that in good news they would refund my money (the one they took and didn’t issue me a ticket for) but no they wouldn’t be able to apologise or give me miles or any manner of compensation. In all of this the team have not rung me once. I have had to keep pursuing them. I used to trust this airline. This has caused me great stress.