Horrible horrible service

Yesterday I made a bet on "highest scoring half total" on 4 teams combined, making 2 matches (English championship) and chose over 2.5. The games had (1:2) goals second half and my ticket was resulted as a loss. When I enquire, their operators tell me that according to their specialists, the total was 2 goals when, in fact, it shows on the bet slip that the games produced (1:1 first half) and (1:2 second half) making it (2:3). I am told that this cannot be changed. How is that even possible?