Tickets booked online, mysteriously cancelled and late for movies

I booked tickets on the Nu Metro site on Wednesday the 9th of January for the 11th of January to watch Bumblebee that evening.

Once getting to the cinema, I tried picking up tickets from the self service unit. I was not able to - I was told to get them at the snack bar as other people had issues. After finally waiting in the line, I gave the cashier my reference number as shown in the email. After a few moments I was then told that my tickets had been cancelled for some reason. The store manager was then called and after a 5 minute conversation trying to explain to him that I had not cancelled my tickets, he eventually called head office/ call centre. After he talked to the consultant I was still not given any explanation as to why or who cancelled my tickets. Eventually I was given the phone to confirm my card details and was told that we would be "accomadated" as if I haven't purchased tickets or something. I've asked multiple times why haven't I recieved a confirmation email about tickets being cancelled but my questions were brushed off to seem like I was the one responsible for the cancellation.

After all of this the manager said I would receive a report by email as to why this has happened. Also when asked where we would sit as I wanted the twin seats I had booked, I was told to just find any and use them. Having getting into the theatre, the movie had been playing for 10 minutes we then had to look for seats, distracting other people as well.

I would like an explanation - report into this situation as this is unacceptable and also a total embarrassment on my side.

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