Using my Visa card I paid $2798 to Jetline Holiday on November 8, 2019 for a May 2020 Italy trip. The trip was canceled due to COVID-19 pandemic. I had email conversations with someone from customer service in Jetline Holiday several times from May to July 2020. I was informed in July 31 2020 that they were waiting for the response from suppliers about our flights. They would let me know once they got the response. After 10 months without hearing from the company I sent an inquiry email to the same person on May 6, 2021. I also wrote an email on the company website on May 11, 2021. The same person from customer service responded my email. He wrote on May18 "Your booking is subject to charge-back so we have emailed the accounts team to confirm the status of charge-back. Once we have response from them, we will be able to assist you further on this". Several days later I got another email from him. He wrote " I have been informed by accounts team that you should have already received the amount of $2, 798.00 from your bank against your charge-back. We do not have any due amount in your old booking." I told him I didn't receive the refund and asked when they refunded my money. I was informed they refunded my money to my credit card on August 5, 2020. I checked my credit card statement from August 2020. There was no refund money from Jetline Holiday. I also called my credit card company. I was told they didn't receive the refund from Jetline Holiday!