Discovery Vitality - efforts to let us down

I am absolutely distraught. Not having seen our daughters and grandchildren in Australia for over 4 years, we had booked to fly 2nd April 2020 but Lockdown Level 5 changed that. Emirates (booked via Discovery Vitality), advised travellers that the tickets would be held for 24 months but last year Emirates site published that tickets will be extended for 36 months if booked before 1st September 2020, I contacted the agent, Discovery Vitality, and received, in writing which is still in my possession, an email written by the Vitality agent "Emirates has confirmed your tickets both valid for 36 months from original date of issue" which is travel by February 19th 2023. Last week I called to book our flights (to leave in June this year) and had no answer but heard the message to email which I did - with my requested flights Hearing nothing, I called numerous times and for hours day after day but didn't get through until yesterday. I was told my tickets "have expired" and I would get a refund (tickets have doubled in price since I booked) and I must pay R420 pp booking fee which rubs salt in the wound. I said that I was not accepting this as I have proof my tickets have been extended only to find out that she went over my head and began the process regardless of our wishes. We have put our life savings together to see our family and I can only believe that I am being discriminated against because of my age as at 73 am I seen as of no consequence that my wishes are to be ignored? I had explained why we need the shorter transit and not the 60 hours transit as my husband is not well as we embark on what may be his last trip to visit family. I believe that may be why he is being discriminated against. I am devastated to be treated in such a shocking way even when I have the proof regarding the ticket extension. I do not see why Vitality travel would not ensure that Emirates honour our tickets. Online it says Emirates will, so why does Discovery Vitality not? Does anyone know how I can contact the CEO Dinesh Govender as I would like to speak to him and show the proof.