TicketPro is unprofessional

I purchased tickets for the replenishment concert which took place on the 30th September. On the 21st Sep (9 days before the concert) I emailed Ticket Pro to request a refund. I received a responsefrom Juraisha Pillay who wanted to know the reason for the refund. I responded on the same day (21st Sep) with the reason. I did not receive any further communication.

26 Sep - I sent a follow up email requesting feedback and received none. 29 Sep - I called and emailed again to follow up. 01 Oct- I received an email from Ellen Njanya stating that the refund was approved with a 75% cancellation.

03 Oct - I emailed to enquire about this 75% cancellation as I had requested the refund in advance. I also asked how and when I'll be getting my refund, I have not received any feedback regarding this matter. 12 Oct- sent an email again and there's been no response.