NO SERVICE FROM INTERCITY EXPRESS

I made an online booking on the Intercity on the 4th of September and i was not given ticket reference numbers. When i got to Bosman station intending to travel I was told my booking was not successful even though the money was deducted from my account. I ended up booking another bus and from the 6th of September till now I have been struggling to get my refund from Intercity. The call centre agents are not helpful a if you request for the manager they always say she is not in. This is the worst service I have experienced