Ticketline refund is a joke

So I booked tickets online yesterday for the 12:00 show at Brooklyn through the Ster Kinekor app. When we got to Brooklyn Mall just before 12, they experienced load shedding. Speaking to the rather unhelpfull staff at the movies, they just said I must phone Ticketline for a refund. I asked if we could get the popcorn and cold drinks, but they said I needed a slip. I phoned the Ticket line now to ask for a refund. I am being told it is past the showtime, so they cannot do a refund it has to be done manually by finance. I have to send an email, with my bank statement, confirming the charges went off. And a bunch of other details. So please explain to me where is the customer service in this? I support Ster Kinekor, yet now to be able to get my money back I need to provide them with proof that I bought the tickets, in order to be refunded. Customer Service at it's worst!