ticket line or helpless line

Its the 26th Dec 2015 17:15 I booked a movie to take my 3year old daughter first time ever to the movies..i booked on line and paid with my card..i received the confirmation sms so decided to phone just to make sure..coz I just dnt want to ruin her first movie outing.the guy by the name of tsepo answers and says that it did not go tru,so he goin to do a reversal(how can u do a reversal if it never go tru?)anyways calls are recorded to back up this complaint..i begged this guy that I dnt want to cancel neither do I want a refund..i just want to book but assured me that if I get to the movies everything will be fine..and gave me a ref number..well we get to the movies and my fears come tru..nothing was booked and no tickets available coz every movie sold out..i phoned tspo back from my cell which took over 14mins and the guy says he cancelled every thing..if u saw the disappointment in my lil girls eye..it was enough to shut the entire movies down..but the manager avish really helped and managed to get seats..which I paid for again..but still hvnt received my refund..again a big thank u to avish but awaiting response from tsepo