Movie tickets not issued after payment is made on mobile app

I purchased tickets using your mobile app on 01 September 2018 for the movie Looking for love @ Eastgate cinema. Money was debited from my account but the tickets were not issued. We approached the Cinema Manager, she checked on their system with my debit card and confirmed that there is no record of the ticket purchase on the system and that the transaction will most likely reverse shortly. This never happened. We went back to the cinema again 20 min before the start of the movie and she advised us to buy other tickets as the transaction will reverse within 24 hours. She said if it doesn't reverse we must bring a bank statement and a refund will be processed. We were skeptical to buy other movie tickets and left the cinema disappointed as we were not willing to pay for the same movie tickets twice. Please note the following:

1) It cost money to print out a bank statement 2) I live in Benoni and work in Kempton Park. It is a cost to travel to Eastgate to submit the bank statement for a R126 refund which will be offset by the bank charges and the travelling cost.

Please process the refund as you failed to issue me with the tickets purchased. Your mobile app failed me and needs serious immediate attention.