AVOID!!!!!

We booked a holiday over the phone and they spelt 6 of our names wrong despite us spelling it out and the agent OMAR repeating the correct spelling! We called back right away to be told they need to investigate and will call us back in 72 hours after firstly saying we had to pay for a name change!! Even though it was their fault! 18 days later and it still isn’t sorted, noone called us back in the time frame! We have been told numerous times a manager would call us back and didn’t. We finally spoke to a supervisor today who said they can’t find the call recordings!! We want this sorted or we are going to the ombudsman! They have caused us unnecessary stress over a mistake they made!
UPDATE:
I WAS TOLD TWICE THIS WEEK A MANAGER WOULD CALL ME BACK AND RECEIVED NO CALL, THEY HAVE NOW ASKED THAT I SEND THE EMAIL AGAIN DESPITE RECEIVING ACKNOWLEDGE THAT THEY RECEIVED IT. TIME WASTING AND UNPROFESSIONAL!