Viagogo cannot be trusted

[Firstly the situation]: I ordered 2 Travis Scott tickets yesterday at around 12:30 pm. The website said the estimated time to recieve my tickets was 5:30pm as the event started at 20:30pm. (1.5k spent,R1506 to be exact)

[the problem]: I never received my ticket ,even when I checked everywhere they tried to tell me to look,it was never found and they confirmed that tickets were never sent. When I try to get a refund they tell me that I did not message prior meaning I can not receive a refund but when I tried to contact prior the website said “page not found” on chrome and I tried it multiple times meaning they gave me a faulty help centre. Now when I try contact them later after the concert it works on safari and they tell me because I didn’t message earlier I may not receive a refund. How is it my fault that their website was fault(the one THEY provided on email). It’s a lot of money I was ****med out of and they need to be called out on this.