Poor customer service and lack of urgency

I've never had bad service from Ster Kinekor up until I had to book tickets for Avengers: Endgame.

I was one of the customers affected by the technical issues regarding the company's payment gateway when booking for tickets to see the movie. I've booked tickets to the value of R1440 which was deducted twice from my account without any notification regarding the tickets. This meant that my tickets weren't secured and I was now out of pocket R2880.

I managed to reverse the one payment successfully (which helped toward the bills I have to pay). Two days after this initial deduction and after complaining to customer care I was told I would receive my refund before the end of the week To my surprise I woke up to ANOTHER DEDUCTION as apposed to my refund.

After days and almost 2-weeks of complaining and constantly following up with their customer service agents and now more recently people from the head-office I've been told multiple different stories of what's happening and when to expect my refund. The most up-to-date information I received was that the refund process is underway and that the lady who most recently helped me offered to send me the proof of payment.

This proof of payment would've at least helped me calm my self down but as it stands it's been almost 5-hours since that initial contact and promise of my proof of payment.

Lots of other customers have been affected and are making their grievance known online, each and everyone of them still haven't received their refund. To date, I still haven't received mine and now am becoming even more impatient as I've done everything requested of me by the company including sharing of personal details to get my money back, and still nothing.

This service has been incredibly pathetic and disappointing.