I need my money that all

I booked a ticket in boxe which no one explained to me that I will not get my money if it happens I cancelled the ticket I went into there offices in jhb ( PACK STATION) the guy that was there did even took time to explain to me he just showed me a paper in the glass that has email number and a cell phone number I did send an email the response I get it was there will give me a voucher not my money, I didn't have a problem with that because my auntie she's still going to cape town just that she was not okay the time we cancelled the ticket. My problem it's that I have to pay for admin fee, I really don't understand because if they give my money I will buy a new ticket on top of that my auntie should go back in Cape Town this weekend I have been sending emails without respond from their side I'm so stressed she will miss her doctors appointment like I don't even know anymore but for really the give back our money we won't be in this thing 😡😡😡😡😡😡😡😡😡😡