Worst customer service in the country

I asked for a cancelation and refund of my ticket to Howler 2 months before and advise them a valid reason for the cancelation. I did not receive any feedback from them for 2 weeks. I logged a query on their website asking to cancel as I was giving the ticket to someone else. They decide to answer today and cancel the ticket and charge and tell me they did not receive any of that. They are asking me to buy the ticket again and it cost twice what I paid and way less than what they reimbursed me. This is crazy.