Cellphone Pay Point

So, 3 weeks ago I bought 7 tickets for me and a few friends to watch at Ster-Kinekor Blue Route Mall. I did the purchase of tickets online using the new FNB cellphone payment linked to the Payment methods on the Ste-Kinekor website. The money was immediately deducted from my account and I received an SMS with a lengthy Ster-Kinekor ref. I made my way about 1 hour before the booked time to get the tickets. The reference number I received was too long and swiping my club card linked to the booking never had any bookings either. I get hold of the manager and long story short they told me the payment bounced and all that and I never used a credit card FYI. I then called the call centre the following day and after a lengthy call and constantly being placed on hold they say they'll call me back. I asked for the ref of the call and the agent only game me her name and I knew this was ********. I then made contact with them on Facebook and they too said they'll come back to me. I'm not worried about the money but the way they handle this is pathetic.