Email, payment but no tickets ...

We rushed to book Ed Sheeran tickets via discovery and got a confirmation of application immediately but no confirmation of tickets. The amount was deducted. We were told that people would confirm the tickets - first on Wednesday, then on Thursday, but we still don't have. We've phoned (put on hold for a long time) and gone to a Computicket desk - nothing and its now 53 hours after the booking