Poor Service from Viagogo

Rating....not even half a star! We bought tickets to the British and Irish Lions against Springbok Tour for 24/07/2021 at FNB Stadium. We purchased the tickets at R5875 each (same ticket we could have purchased elsewhere for R500) we decided to resell the tickets back to Viagogo, they only agreed to buy them for R3447 each. By doing this we already lost R19424 as we purchased 8 tickets! We never delivered the tickets to the buyer of the tickets because the event was cancelled before we could retrieve them from the website. I understand that the buyer of those tickets do not need to pay for them as the event was cancelled. In other words, the sale is cancelled which reverts the tickets back to us and then we are entitled to the full refund (R47 000 that we purchased the tickets at) as promised everywhere on the website. The website also says that should an event be cancelled we don't have to do anything, they will contact us. We received this email:Dear Adriaan,

Thank you for contacting us regarding your order ***3 for Springboks vs British and Irish Lions on 24 July 2021. We just spoke on the phone regarding your issue and I'm glad I was able to be of assistance to you today. If you require any further help please don't hesitate to contact us again.

As the event was cancelled, you will not be paid for this sale by viagogo. However, we have asked the buyer to return the tickets so that you can request a refund from your point of purchase.

Kind regards, Maricar The number on the website also says that we don't have to do anything, you can't talk to a consultant and there is also no email address. I just need a direct answer, will we be refunded for these tickets? If so, the original amount that we paid or the amount we resold them at? When will we be refunded? If not, why will we not be refunded? Terribly disappointed with Viagogo