Terrible Customer service

We have travelled with city bug several times and were impressed with their service … up to a point. Our ticket from Nelspruit to Pta was booked prior to the lock down and need to postpone due to lockdown regulations. City bug initially didn’t want to assist in this regard and then agreed a once of change within 90 days. Less than a week after restrictions were lifted I requested this change and was told They were unable to comply as I didn’t confirm this request again? How many times does one need to confirm a request? I tried to discuss it with a manager (Charl Lindevel), who was also very ******** and rude with regards to this. I am loosing a return ticket due to poor customer service, they are loosing a regular client with multiple potential bookings and bad publicity. Stay away. I will never use them again.