Ster-Kinekor ticket service

I had bought tickets online for lion king on Saturday 21st of July, the payment went off my account twice, I had then gone to the east gate cinema prestige and the management said I should just order more tickets and I would automatically get a reversal, and if not I should provide bank statements...after the movie I had went back to management and they then gave a customer service contact number...I had contacted customer service, they then asked for an email with bank statements and an account number, I had already done this on Monday, I I still have no feedback or response, this is not the first time I have had an issue with tickets and bookings at Ster-Kinekor, the service are inefficient and offer no help or solutions, I still await for a response after sending 3 emails with all required details