I have tried (and failed) to use the cancellation system once. My wife and I went to see a movie, it was sold out, so we cancelled our reservation and tried for

I have tried (and failed) to use the cancellation system once. My wife and I went to see a movie, it was sold out, so we cancelled our reservation and tried for a different showing. It wouldn’t work. It said we had both used our tickets for the day. We contacted support via the app. They responded to me within two minutes and fixed the issue. We waited for them to respond to my wife’s message. We waited for over an hour. They didn’t respond to my wife for over four hours. So we didn’t see the movie.