Billed for non issue of tickets

I was advised when I called the evening of the 16 December that I would be refunded for this transaction. I was not refunded and the transaction has gone through with no tickets being issued. This is ******* and request a refund, failing which this will be reported as **********. 16/12/2017 21/12/2017 NU METRO UMHLANGA ZA R400.00