It is a condition of VISA that its debit card issuers give refunds to cardholders who have not received a product/service.
However phoning the bank is likely to be unsuccessful. So you need to write to them. I had an issue when I had ordered a made to measure suit using my Halifax Visa debit card. The shop went bust, I phoned the Halifax and they denied they should refund the money, and told me to claim from the Administrators. I wrote to the Halifax and within 3 days the money was back in my account.
Googling will find more details on the VISA refund which means exact details can be quoted. The advantage of the VISA scheme is that there is no minimum or maximum claim.