求助：tune擅自取消订单、扣款怎么办？

纸妞儿

各位大佬们，由于天津航线取消，导致我的行程有变，写邮件给tune要求机场tune免费改期，结果，tune在未经我同意的前提下，擅自取消了我的订单，扣了我60马币，并将余款转到了我tune的账户，现在应该怎么办？下面我把我们的邮件列出来，大家帮我看看，谢谢
我写的：
Dear Tunehotels:
I booked two rooms in March 13th. The booking reference No is: xxxxxx and xxxxxx. Check in date :09/11/2012, check out date :10/11/2012.But because AirAsia abolished the Tianjin to Kuala Lumpur route. I have to change my itinerary . My flight booking number is : xxxxx. So I want to change check in date for free. Check in date change to November 17, 2012. Check out date change to November 18, 2012! I hope to receive your response ！！！！！ Thank you very much !
他们的回信：
Hi,
Thank you for your enquiry.
For your kind information, our management had agreed to cancel your booking and refund the total amount into your credit shell account within 4-5 working weeks.
A credit shell is your account with us online on Tune Hotels.com. This account is the account that you registered with us during the initial booking process. When we say refund to credit shell, it means that the amount that you've paid will be credited back into your account for future use with us. You may utilize this amount to place bookings with us in a future date and this amount has a 6 month expiry date to it from the date of credit as to which it will be forfeited. The credit shell amount is currency-specific and is not transferable to other accounts.
If you would like to check your credit shell amount, you can do it online at our website at www.tunehotels.com through the following steps:
1.         Click on the Manage confirmed bookings button
2.         Key in your email and password
3.         Click Login
4.         The My Bookings page contains all booking(s) made by you and your account balance.
This is where your credit shell will be reflected. When you make bookings within the              
next 6 months, you will be able to use the credit shell amount for payment.
Should you require any further information or clarification, you could reach us at +6(03) 79625888
Operating Hours: Monday to Friday: 9.00 am. – 9.00 pm.
Closed: Saturday, Sunday and Public Holidays

偏小姐

我是扣款了一直没发订单给我，给他们发邮件直接被退信，这个怎么办？？？

yang6017

会不会确认单发到你邮箱的垃圾箱里，看一下？