Debited twice for movie tickets.

What a shocking experience! I booked via the Ster-Kinekor app & was duly billed & received my tickets. When I arrived with tickets in hand (& family in tow) I was told that they had no record of it, despite my proof of the online purchase, bank debit of nearly R1000 & tickets! - I was told if I wanted to watch the movie (& family). I would need to pay again. Of which I had no choice. The Sandton Ster-Kinekor manager assured me the first amount will definitely be reversed- of which of course it hasn’t. I have mailed my details & proof for their records. A week later & I'm still waiting for feedback and my reimbur*****t since I was debited twice!! Such appalling service- please advise!