Rude agent

I bought a ticket at pick pay store on the 9th of March 2025. at Protea Glen Store. This was for an event which was supposed to take place on the 26th of April 2025. The event was postponed and the organisers advised that we could get our refunds back. Today I went to the Cresta Branch for that I was told that I need to call web ticket directly and request for a reference. I was surprised as a customer they were supposed to call them on my behalf while I am at the store. I tried to call Compu ticket now was on the line for 20 minutes waiting for the operator. The is no response with regards to the call been answered. I want my refund asap and i will never use this service to purchase any tickets in the near future as pick pay and web ticket does not value their clients.