A refund without my approval

I had a booked flight which costed R24 000, There was a visa issue and Angela submitted a refund on my behalf without my permission, and because she did not give a reason , there was only R16 000 given by airline , I contacted the support and the manager was contacted ..he's response , she will pay the excess for a new flight ..but all that never happened..she still working and im sitting with the loss ..had a booking with safair ...he used the R6000 to book a domestic flight for me ...so when I had to cancel , a voucher was issued ...now I'm using the voucher /ticket which only costed R2,900 , he tells me to pay in an extra R400 because it costs. .R3, 400 So all in all I got back from that "******* " refund was a R10 000 and the original ticket was R24 000 To do the refund , the traveler must complete the airline refund form sign it and give a reason ...but none of that was done... So how did she do the refund without my signature and approval I want my money back !!!