The company stole my money!

Hello, last October 4th I bought a Sky Airline ticket from Calama to Santiago. Flight date - November 18th 2015.For major reasons I had to cancel this trip so I've tried contact the company filling a form in their website solicitating to cancel the ticket and refund my credit card. I am ok with the cancelation tax (I think its 60 USDollars) but the fact is, NO ONE anwers me! I've sent 5 e-mails, and nobody anwers me about this refund. I called their phone in Brazil and the attendant said that my ticket is already cancelled but the cancellation/refund in my credit card can only be done by e-mail...So, this is my situation. I have paid for a flight that I'll not go and nobody anwers my mails. The company steal my money and is ignoring completelly my contacts!!The first email I sent on October 13th after that I sent emails writed in english/portuguese and spanish. All were ignored. I feel so bad about this situation, I am feeling robbed.I'm from Brazil. I do live in Sao Paulo. My passport is fj191649