Tickets not booked even after the confirmation was sent

Be away from this site, my parents were at the airport to board the flight and it turns out that the tickets were not booked and was in pending. We call the customer support and they put us on hold for long time when we hardly had 2 hrs to board the flight. They give us a stupid excuse that the funds could not get cleared even though the tickets were booked 12 days before and the confirmation was given saying the payment was successful and will take 5 hrs to complete. If the payment did not go through then you should call us Idiots rather than having us stranded at the airport during the boarding time. The people who were boarding were senior citizens and imagine the hard time you gave them. And your customer support is so stupid saying that they cannot do anything. I have the tickets in my email with your confirmation number along with the airline confirmation . I will not take this easy for the hell of time we went through and booking the same tickets through another booking site paying $600 more than what we booked for. Guys be cautious when dealing with them and do not want anyone to go through the same mess as we did.