Poor service

Yesterday my cousin borrowed money to book a flight online the mango website flight was booked money was taken out the credit card but no email confirmation or sms was sent today after waiting 50 minutes on call with call center we found out that it was canceled and they is a problem with the website the money is not yet been returned to wait 50 minutes for some one to answer the call with the call center is unacceptable what if we got no airtime what if we busy working we ended up borrowing more money and booking we Kulula airline which didn't give us any problems.