Flight Center ****med us with huge amount

Flight Center South Africa ****** us by a huge amount while planning a family holidays trip to Mauritius. We were travelling on a foreign passport and asked for a commitment of full refund in case of visa denial or delay. Their agent named Ashley confirmed on phone and also on email for a full refund through insurance in case of both cases. After we paid for the trip and insurance they suggested to apply for visa and we did same with all the documents. However we sent several reminders for visa delay/refund and flight center agent kept assuring us of no issue. Anyways the respective agent went on holidays and stopped replying. Finally we did not get visa and again raised to them through website for help. Then a new person named Daniel called us saying our insurance does not cover refund in case of delay and literally it was a trauma. I requested him to involve Ashley as she had done all commitments, but he said they respect her holidays/leaves and only will follow what is in booking / insurance terms. Finally one day before trip date Daniel called me 2-3 times that he has been pushing embassy for response but did not get any feedback and sent me a long email that they are not responsible for visa delay and insurance too does not cover any refund. Rather asked me to pay another huge amount for another change in flight/ booking dates as we requested for that if refund seemed difficult .He completely ignored the email , proof as well as commitment by Ashley on phone and rather made us liable for another payment. I really never thought that such a big organisation can do such *****s/ ******ies in day light.