Inconsistent advice and actioning

After booking tickets accidentally for the incorrect city for the rugby yesterday, I sent a request through to ask if they can do a refund.

Samantha responded saying they are unable to offer a refund and that the tickets need to be transferred to someone else.

I did just that and the tickets were sold to a family member in the city where the event is taking place. They were looking for tickets and decided to not look anymore due to the tickets being sorted. The family member has transferred me the funds for the tickets already.

More than 24 hours later, I get a notification that the refund has been processed and tickets cancelled.

How can you guys just cancel after telling me they cannot be cancelled and to transfer the tickets ?! Atleast contact the person to notify that the cancellation can be done and do we wish to go ahead with it still.

Shocking service !!!