Ticket Monster Sent only partial ticket order, refused to refund fully. Partial refund is not being processed. New York New York

Worst tic experience in my 62 years! We ordered (and paid) for12 tickets in January for Zac Brown concert in August to celebrate our pastor's birthday. We received 4 tickets, got charged $912.00 for all 12. Fearing a problem, we called 2 days before concert and told Mario and Jessica from TM since they cannot deliver all 12 tics we would like a refund of the four (kind of a lame party if the BD boy can't go). Mario and Kayla both guaranteed full delivery of remaining tics- they have up until 1 hr before concert for delivery. We called back following day (day before concert) and talked to Jessica, requesting the same refund. She said not to worry the tickets will show up in the morning. They didn't.  We received an email after concert requesting we call-- they had no info. Later I called Natalie, she indicated credit for 8 tics approved on Aug 6-- 10 days ago--refund has not shown up in my Paypal account yet. Jessica mentioned it may be Paypal's fault. While I consider that an uneducated comment, Jessica was super nice on the phone and said she understood my problem --she would appeal for a refund for all 12 tic and email us whether it was accepted or denied--she didn't. All the personnel have been attentive and polite but not one of them has a $ to help with any problem. I admit, I took advantage of their policy that they cannot hang up on me --long moments of silence broken by their Q "Is there anything I can help you with?" I always answered, "Yes, I need a refund." I logged 3 hours 40 min of phone time with them-- not proud of it, just saying. 

If my 41 yrs of being in business has taught me anything it's this-- companies that do not dig into their own pocket to help customers like us will go out of business. TM says they need to request a refund from their broker. Well, we didn't pay their broker. We paid TM and they have failed us. Stacy C order# 623734