Money gone, no tickets received!!!!!

Booked a movie tickets for this afternoon via the website. Website said payment failed, money went off my account. Called the call centre and I was told that they are aware of and the money will be returned after 7 days.Why is there no notification on your website or socials regarding the technical problem? I dont have 7 days to wait, this was part of the school holidays plans for us, why do I have to wait 7 days to get my money back when you can see on your side that payment has been made?