Jet Airways — Payment not received

I had booked my flight with jet airways, due to illness i had to cancell on 18th of july 2015, i was told a charge would have to be deducted which was fine. I was told my money would be put into my account which it was taken out of within 3 to 5 days. Having not recieving i phoned only to b put through to agents and was told it would be 10 days, i phoned again and was tol;d it would be 12 weeks, i was then asked for the long number on my card so my money would be put ointo my account, i was then told my address was not the same as my booking. I find this all very disturbing. I am disabled and was wanting to visit my family, it took such a long time for me to save this money, now it seems that i have lost it, what am i to do?