Bad customer service

I purchased an Intercape bus ticket via Computicket on the 28/05 Sunday 15:18 but did not receive the reference for the booking, I then contacted them via email whatsapp as the matter is of urgency, they asked for proof of payment I then sent them my bank statement after they rep**** on the 30/05 telling me to go to my bank and find out as on their side it's a failed transaction, I went sent them the confirmation of the payment as I requested it from the consultant which was assisting me at Capitec mall of Africa branch then emailed it straight to the computicket company, they just keep telling me they ascalating the matter then come back with a dead end and this is frustrating for me as the tickets are increase as school holidays are nearing I'm totally not satisfied with their service as the amount of R408. 00 has been deducted from my account and capitec wants to charge 160 for the reversal of the transaction since they saying the fault is not on their side that's what frustrates me the most all I want is the ticket for my mom nothing more. Please help me resolve the matter Hello Peter, I trust as I wrote here my matter will be of urgency.

Your response would be greatly helpful.