Poor service

I made a booking with MSC Cruises Rivonia. They were meant to email me the booking but did not - only gave a print out. I had 72 hrs to pay for the booking. On day I was trying to pay (which was the last day) I was at work so I did not have the printed document on me. I checked the email but they did not put the booking code in the email. I tried to call their call Centre but after being on hold for over 30min I gave up. I sent them an email too, but got no response. I went in the next morning & explained what happened, and they said they would reinstate the booking. They said they would try, but now they have decided not reinstate the booking even though it was not my fault & I tried everything in my power to pay the deposit on time.