Booking cancellation due to incompetence

I provisionally booked my dog into club street kennels and cattery last week. When I requested that I send then an email with the dates, I was informed that I could not send an email, I must send an sms with my email address which I did. After a couple of days I did not receive anything I phoned them and was assured that they were just busy and I would receive an email. I did not receive any email. When I queried again, I was told that an email was sent but to the wrong email address and my booking had been cancelled. To make matters worse I actually have a credit from a previous booking which I can now not use. I checked the sms that I sent and it had the correct email address on it. Due to incompetence they did not phone me too ask if I would like to cancel the booking and they must have ignored the email one usually receives when an email address is entered incorrectly. If they had just let me send an email as I had originally requested, there would have been no time wasting and incompetence.