Poor customer care service and ********** transaction regarding prebooked seats

Kulula changed the time of my flight on 26 December (George-ORT) which is not a big issue, but when I checked in for my family of 5 our prebooked seats that we paid for was changed as well, and we were all over the plane. I sent a private message on facebook on the day, and 2 days later a public message insisting on a full refund for the seats that we did not get. Their standard reply "please accept our sincere apologies for the delay in assisting your query, our teams are through high volumes of emails and will assist you as soon as they get to your email. -KS"