BAD BAD SERVICE INTERCITY XPRESS

I made online bookings on 26/07/2018 for a pensioner, travelling from Johannesburg station to Port Shepstone and back. Leaving on 13/08/2018 and coming back on 18/08/2018, booked seat number 1 for both trips. I paid online with my credit card – an amount of R760.00. It went through my bank account on 27/07/2018. Since then I am battling to get the tickets. I have spoken to Aida many times, she is just not calling back. I need the information urgently please.