Office tells us to get refund only to be refused later on email

We bought 5 tickets to SunCity and requested a refund on the day for one of the tickets as my sistr had a medical.emergency. at their own office in the venue they said we can get a refund as long as the ticket wasnt scanned and followed the instructions they gave us by sending an email and requesting a refund. Now on email Asanda doesnt want to give us a refund. Each new email is a new story and apparently refunda are only given 72 hours befpre the event. Then why did their own office on the day of the eventtell us we could get a refund. Im not interested in stories, I want my money back as promised.