l want my money back

Service is terrible with these guys. We went for a movie at Ster Kinekor Rosebank and bought tickets and drinks. While we were paying, power went out but the Banking App showed that the payment went through. We didn't get tickets printed out, so they refused to let us in, even though l showed the manager the notification they still refused to let us in. She told us that the money will be automatically refunded, but it never was. Total bull****. We even asked the manager how "the system" would know which payment to reverse? but she assured us that it would be reversed. It's been week now