Terrible Customer Service and Refund still not paid after 3 weeks!!!

On 21 December I took my kids, 12 and 9yrs, to Ster Kinekor in Musgrave Centre Durban to see Daddy's Home 2. This is a PG10 movie. After buying the 3 tickets at the counter, where a Ster Kinekor staff member helped us, and then buying popcorn and cooldrinks (expensive!) we where refused entry into the movie by the usher/ticket collector because, she said, my daughter was too young! She refused to budge despite me, their father (PG!!) being with them and her having been allowed into many PG13 movies at numerous other Ster Kinekors!! When we called the manager, he was rude and extremely unhelpful! Not wanting to make a scene, I asked for a refund and was told that they could not help me with that either!! I then, the next day 22/12/17, I phoned the call centre and was asked to send an email which I did. I got a auto-response with a ticket number to say they had received my query and would reply in due course. No-one contacted me and I sent another email on 27/12/17! Still no-one contacted me and I sent yet another email on 02/01/18!! On the 4th January I called the call center again and spoke to a "Frans" who checked the ticket number and said that all 3 of my emails had been sent down to Musgrave branch for them to respond. He promised to contact them immediately and get them to respond to me. Guess what!!?! Today is the 8th and I have still not heard a peep out of anyone from Ster Kinekor!! These 3 full price tickets cost me R204.00 and I want a refund. My next step is to lay a charge against Ster Kinekor for theft!