very bad customer service

hi, my name is Thulani, I'm really having a problem with this travelling company. I app**** for an accommodation to go somewhere on the 28.06.2024 as a result I found out that I have not enough funds for the booking, I called the center and spoke to Lydia as she told me that I don't have enough funds for my trip, I explained to her that I have never used their facilities and she promised that she will speak to Steve who was helping me with my previous bookings, at which all two were not successful one in Hayze view Mpumalanga and one in Pavilion Durban. Lydia told me that in the system it shows that I went to Hayze view that's why my points are less, and she told me she will speak to Steve about it as of now I haven't heard anything rather than one call I got from Steve saying to me he's still looking into last year files and he will get back to me but dololo he's just quiet you send her WhatsApp SMS's he doesn't respond. this matter has been not resolved in two weeks we are going towards the third one which is the week I have to go with!!! I NEED TO GO ON THE 28TH OF THIS MONTH. This is very disturbing, annoying, irritating that such issue can take as long as it is now with no progress rather than saying to you, we gonna get back to you, MXM