Charged in error and delaying/stalling the refund

On the 12th of December 2015 I attempted to book two tickets for a movie at sandton city Ster Kinekor on the Ster-Kinekor mobile app. Upon paying, the app reported that the transaction had failed and no tickets were released. However, Ster-Kinekor still credited my account for the tickets. I Phoned through to the call centre to enquire and effect a refund immediately, however I have only been stalled and ignored up to this point. I have found the assistance received incredibly disappointing. Furthermore, I would suggest that users avoid the mobile site/app.