Poor assistance and Lies by Agent

I usually buy my flight ticket with FNB for the discounts which are always beneficial. However, I have been struggling to change my purchased SAA flight, SAA has sent to FNB to do my cancellation and changes and FNB tells me that they cannot assist and airlines do not refund which is a blatant lie as I recently canceled and refunded my Lift tickets. I don't appreciate the lie by the call centre agent and unwillingness to assist. The agent also said I can't change the names on the tickets when changing dates which as a consumer I feel is completely unacceptable!