Worst customer service, most unreliant staff, no effort to help

Upon trying to book on a holiday on the 29/12/2017, everytime we came to payment method the system threw me off. This happened twice. Going back to shopping cart it showed up empty every time. Upon the 3rd try the transaction went through. After booking a screen came up showing 2 extra holidays for the same time, and using up all our points. This company now refuses to assist us in cancelling the other 2 holidays. I was told THAT I HAD TO PAY FOR CANELLATION AND LOOSE OUR POINTS. I would like to know how fair is this when their system is not up to scratch?

I phoned every day from the 2nd of Jan 2 or 3 times a day with her (Shimonia) promising me to call me back or that her manager will call me back, but not once, not once, did either of them ever returned any of my calls.

It is a lot of money involved and now they are telling me I am going to loose all.

Please be kind enough to assist with this query.