No Feedback - Lack in communication

I’m extremely disappointed in Flight Centre’s assistance.

I’ve been dealing with Flight Centre before, and the consultant, Renee Roux, was excellent in her job. However, it seems like at the moment Flight Centre, Somerset West does not care about a customer’s well-being. Unfortunately, Renee is not working there anymore, and currently, the company (Flight Centre, Somerset West), seems to refuse me assistance. This was never the kind of service I received from Renee Roux (what a tragedy they lost someone who cared about their customers) – how terrible for the company. Highly dissatisfactory service currently. Not even the courtesy to send me an acknowledgment letter back - or that they'll get back to me..... NOTHING.

Quick background, I originally booked a ticket in July 2019, and my return ticket would have been in July 2020. However, Flight Centre had to reschedule the ticket (with an open period) due to Covid. Now that I want to claim my reserve amount, no one at Flight Centre is willing to assist me.

Booking Reference: NSI …… (not sure if I can put the full reference number here, but I do have it)

Why does a company in South Africa as big as Flight Centre refuse to help me?