Pathetic Service!!!!!

I bought 5 tickets for The Grand White Spring Picnic Soweto. The venue was changed and there was no option to request a refund. I choose the option to attend The Grand White Spring Picnic Pretoria ,I later discovered that there is a option to request a refund. I the request a refund and on the 7th of October I received an email stating “You’ve been refunded, please expect funds to reflect within 7-14 working days” I did not attended the event as I had received confirmation that I will be refunded ,a few days after the event I followed up with Howler on the process of the refund and was advised that I will No longer be refunded as that refund was requested for complimentary ticket and the event has passed When I requested the refund on my Howler account I only had one order number for the 5 tickets I bough and nowhere was it stated that I had to request refunds of complimentary tickets and original tickets. I fail to understand how this is possible, why was I not advised on the 7th of October 2019 that I cannot be refunded? Is it my fault that they changed the venue and date of the event? I need my money refunded!