Refund not processed after their bank went down

Worst treatment by Ster-kinekor after buying tickets and taking my money on Tuesday 2 April 2019. After the money left my account I did not receive my ticket confirmation via email or SMS, I later emailed ster-kinekor with a screen shot of my payment of the tickets as per a tweet they put out. Got no response so Monday 8 April 2019 I called in and was told that their bank account went down and therefore I never got my tickets because when the bank came back up someone else bough the tickets as well as them processing my refund started on Wednesday 3 April 2019. On Wednesday 10 April 2019 at 20:15 I get an email saying they cannot process my refund further and they will close the case if I do not respond within 24 hours, so I responded with all the details required at 22:29 on the same evening just to get the same email sent to me the next day. Pathetic customer service.