No movie to see but also no refund

Went to watch Aquaman 3D at the Rosebank cinema, we never got to watch he movie as there was a technical error and the staff on duty were literally incapable of finding any kind of solution. Inadequately trained skeleton staff for the late night shift I suppose. Hence we were sent home 10 minutes into the movie. I have been trying since the 30 December 2018 to get my refund, to which I'm consistently told by your social team that it has been released and will take 48 hours. (it's been almost a month so I think it's fair to say it has in fact never been processed.) I would like my refund for this movie - it costs an absolute fortune for 3D movies and I don't see why I should be at a loss because you hire incapable staff. This should be YOUR problem, not MINE. PLEASE CONTACT ME ABOUT GETTING THIS REFUND PROCESSED! It cannot be such a difficult task in this day and age.