Systematically Problem

After purchasing ticket for the Jolly Roger on the 31 August 2015, when I tried to download the tickets 7 days afterwards it was still pending. When I call customer service to query this matter, I spoke to Sibulele (customer support). She told me that my order will be looked into and that I need to forward proof of payment via email, and that I need to re book as there was only kids' ticket available. Sibulele has not reply to my email, on how far the process to the tickets are and how was I to re book tickets as there was still tickets pending under my name. When I phone to check up on the complaint, I was told that they can see on their system that my email has been address to Sibulele and that she will get back to me. When I phone the next day, the receptionist transferred my call through to the Manager Seraj, which he in turn told me, he'll will get a customer support to phone me, without even hearing to my complain properly. Finally got a call from a Shana, telling me that it was a systematically problem and therefor they need to refund me, WELL GUESS WHAT! Not only of their slow and pathetic excuse for service. The Jolly Roger expired on the day they finally got back to me.