PAY BACK OUR MONEY!

We have been trying to get a refund for our Justine Bieber tickets for the last month, they advised that they charge a R125 service fee per ticket which we agreed to, the total is R375 just for the 'service fee' and they have not refunded us the balance, whenever we query we get a response like, we are working on it. What service are we paying for if they can't even refund us our money. Pay back our money!