Jungle Island

I purchased discountes tickets online on the Jungle Island website during a presale.Never received an email with a receipt or tickets.I was charged

I purchased discounted tickets online on the Jungle Island website during a presale.
Never received an email with your receipt or tickets.I called guest services they told me to simply show my id and the card used once I arrive. when I arrived on 10/3 they could not find the charges and said maybe it did not go through. they told me they could no longer honor the presale rates.I purchased tickets on groupon and was told to request a refund for the presale tickets .After my visit, the charge from the presold tickets posted to my account.I have been contacting guest relations for a refund and have not recived confirmation that this will be refunded