Viagogo complaint: Ticket refund

Hello,
We purchased four tickets from viagogo website for Portugal vs Bosnia Herseque match in 17th of June. The order ID is 517794479. We did not receive any tickets because in the website it said CTT has the ticket and they will bring it to us, however at delivery day we receive that CTT has insufficient information about the address. I can provide that we will provide absolute correct address withh the correct postcode and everything even we do have a number to call. So it is nonsense to gave us this reason. Moreover we did select in your website eticket not the paper tickets but never receive etickets as well. As we moved on, we took an action about the issue and contact the CTT and CTT said it has been returned to the seller which is viagogo. Then we contacf the viagogo to get our tickets in time or at least get the etickets about the event so we can go because we are disappointed about the situation. However we did not get any useful information about the situation as well. We cannot get our tickets and cannot attend the event so we want our refund because it is not our responsibility to track the tickets. We did have right information in your website and also the contact number. We want action on this case and get refund or replacement as soon as possible. At the end, we do have talked with the customer service and he told us after escalation we can get refund or replacement so we want an action.
Thanks