Ticketmaster complaint: Having to buy more tickets refused entry

Hi my cousin purchased tickets for me and her after going through breast cancer and a very rare disease still suffering for Lionel Richie 7th June 2020, they were bought at an Ticketmaster outlet but the place closed we were told to send upload foto of them to get refunds still waiting, the thing is this concert was cancelled because of covid we got to the gates after being told to keep them wen we got to the gates we were rushed entry we were told to go over to the Ticketmaster at the gates and they would help how embarrassing they told us to email we would get are money bk to buy the tickets at the gate but didn’t, I felt absolutely sick heartbroken to be told u have to pay £98 to get in we did not have the money family had to send us money to get in ni we’re in debt to them we did not have enough money for much drink or food my mental health has deteriorated in I’m now thinking never to buy again this is only letting me upload 1 of them if u need them all let me know and the bank statement