No feedback and now no seats!!!!!

On the 23rd May 2014 I purchased 2 tickets for my niece (12 years old ) to attend the ONE direction concert on the 28 March 2015 (R690 a ticket x2) we then saw that if you are shorted than 1.2 you won't be allowed on the field , the tickets are for the field , tickets were sold out !!!! But guess what all of a sudden there are a whole lot of tickets released a few weeks ago ! We are also notified we can swop ours to seated , my sister send an email 25 Feb , no reply , follows up again on the 27 , no reply , follows up this morning no reply !!!! Finally phones this aft only to be told no one manning the Email s and no more seated tickets so tough! Is this any way to treat customers who purchased there tickets a year ago !!!!! REALLY!!!! Now what do we do !!!!! My niece is in tears as she is not able to go to the concert !!!!!