Missing refund/reimbursement

We booked a trip for 7 people on lastminute.com in April.
The outward journey and accommodation were fine, but the return journey was not. It turned out that the booking code we received for the return Wizzair flight was not valid. Therefore, we did not have a ticket for the planned flight.

After repeated phone calls, Bravofly customer services told us on 5 August 2023 to buy the return tickets ourselves and they would refund the price.

We provided the requested documents for the refund, filled in the form and received a confirmation that the funds were sent to the account we provided on 9 August (see the attached dokument), but the money has not been received to date.

After repeated phone calls, I even sent to the customer services e-mail address an official bank confirmation that the money had not arrived.

Last Friday, we called the customer service again for an update. After a long wait, the administrator gave me a transaction ID for the transfer, but did not give me the bank account number from which the money was transferred.

When we contacted our bank, we were told that the receiving party could not look for a particular transaction, only the sender. I copy here the answer from my bank:
“It is not possible for us to start any investigation in this case as we are receiving bank and we do not know how we should have received this transfer. Such a payment must always be investigated by the ordering bank of the transfer.”

A month has now passed since and the money was still not on our account this morning. Knowing the speed of financial services these days, it is inconceivable that once the money has been sent, it has not arrived in a month.

Please kindly initiate an investigation and send us information as soon as possible, based on the above and the attached documents, otherwise we have no other option but to start legal action to claim the money that we are entitled for.

Regards,
****** Attila and ****** ******