Horrible Customer Experience - Christmas Village

Hi, I bought 6 tickets for the Christmas village via Ticket pro. Which we were supposed to go on the 26th Dec and due to health reasons and emergency we could not go. I called Emporace palace explaines my situation same day and they advised my date can be resechuled. They gave me the contact details of Ticket pro, I reached Ticket Pro on the 27th and advised my story and they acknowledge they can assist with a date reschedule they will require proof and gave me the email. I sent an email on the 28th with the proof and explained my issue, in between I do calls and follow up to find out the latest on my query, they call and advice the proof is not showing the date of the 26th, I had reach out to the Dr's and get them write a letter with the of the 26th then I forwarded the letter. After few hours they call TicketPro and advise the letter does not have stamp. I then called the hospital and get the Dr's to stamp the letter. I forwarded the stamped letter I even asked Gantse is that it that you require nothing further she confirmed based on the email. Just before 4 I called and asked I'm waiting for response the agent told me the is someone who will give me a call. No called me I then called blue table which is a company that works with TicketPro after 6pm and they advised they will escalate the issue. Today is the 29th I called TicketPro around 8am I spoke to the lady Yoliswa Magena who was insensitive and just came back from leave and did not even have history of the issue I had to explain myself again, there are not even notes. Then she said she had to wait for admin people who start working at 9am to escalate the issue to them. Gantse and Yoliswa are the ladies and 2 more whom are forgot their names where assisting in this matter. I am so defeated and annoyed. Bad worse horrible Customer experience and it's really sad that the Dr emergency is really a pain for us as a family and to be treated like this.