Kulula.com poor service reaches new heights!

I made an online booking on Monday 17 June for a flight on Wednesday morning 19 June. I paid by EFT using the (Sid) facility offered on their site. The money was deducted from my account and there was a reference on the transaction. I arrived at the airport on the Wednesday morning at 0530, I was told that no money was received and my booking is on hold????! I showed Amanda the transaction on my phone, who was the supervisor on Wednesday morning at OR Tambo kulula.com ticket sales. The next flight to my destination (East London) was eight hours later and would cost about R2600 (OR Tambo to East London). I made other plans to travel. Paid another airline to fly to another city and ask a friend to transport me to my destination (PE - EL) by road! On Thursday I received an email stating that my refund has been approved and it will take 4-6 weeks depending how busy the refunds department is!!! Lol. Are you guys for real! I never asked for a refund!!! Why would I when you never received my money?

I decided to give the sender a call, Charmaine answered and said the sender is not available but she can assist. That was at 13h26 on Thursdaythe 20th of June. She needed a supervisor for assistance but promised to call back. She confirmed to me that my payment was received, however their system was offline! That is why they are offering the refund. At 15h00 I called Charmaine again, the supervisor was still unavailable because he or she was in a meeting. I am still waiting for the call from the supervisor!!! Is this how customers get treated by this airline? What if I did not have any other means to travel on that particular day? Does customer service exist? When your systems fail, own up and take responsibility!