Terrible support service

Their system is absolutely ridiculous. I made a booking for Friday the 29th of September 2023. The sweepstar said she went to an incorrect address because the details they gave her only had the name of the city and not the estate name and the suburb.

They cancelled the booking and charged me a penalty for late cancellation. I have been trying to get clarity from them on why they only included one part of the address on the booking and excluded details of the house number and the estate name. They just cancelled the booking without communicating with me. To charge me a penalty seems unfair because I had included all the details of my location in the booking.

I have sent emails without receiving any response, made calls and every time I call someone tells me that they will call me back and they never do.