First loyalty plus

We had made reservations at a hotel for the 25 - 27 december 2020, via first loyalty plus. This was done and paid for before the 2nd wave of covid hit SA. After the president's last adress(closing of beaches etc) we had contacted first loyalty plus request a postponement of our reservations due to the restrictions put in place by the president and out of concern for our safety. We DID NOT request a refund. Zanele refused to assist. Eventually on the 15 of December 2020 I had asked Zanele tonstate her reasons for refusal in writing as I would like to escalate this she rudely said she would only do so of I email her 1st;), which I did, the same day. Today, 21/12/2020 I am yet to receive an email from Zanele. All we got was a call from first loyalty plus saying that they cannot move the reservation because they do not have the funds to do it. The hotel in question have confirmed they are willing to move my reservation to another date , however it has to be actioned by first loyalty plus. We are 3 days away from check in and I stand to lose R5100. We have reported this tonthe consumer council who have in turned escalated this to the tourism complaints office. Clearly this company are ******* who cannot assist their paying members.