REFUND NOT AWARDED AS PROMISED

Two years ago I received a call from Jodie Trueman advising me that due to Covid, Qatar cancelled my son's return flight back to South Africa. She advised me that she would obtain a credit refund from Qatar and would let me know. A couple of weeks later she called and advised that she in fact received the refund from Qatar for my son to use at any time and for whenever he was ready to fly back to South Africa, and that the refund was held at Flight Centre Clearwater Mall. As I have dealt with her on numerous occasions and she had booked a few flights for me and my family, I did not question her and trusted her. I needed to book a return flight for my son to come home this week,. When I enquired, Flight Centre Clearwater Mall had no knowledge of the refund. They had to get details from Jodie. I was then advised that they needed to call Qatar to obtain the refund. I was then told that there is no refund as it was only valid for 12 months. At no stage did Jodie advise me that there was a time frame on my refund nor did she advise me that it was held by Qatar. She said that she had the refund which imp**** that Flight Centre had received the refund in their account for my son to use whenever he was ready, as she previously advised me. The Consumer Act is quite clear that it is the responsibility of the Owner/Retailer/Seller etc to explain everything in detail to the Consumer so that we are well aware of the terms and conditions. As a Consumer who has never cancelled a flight in her life, how am I suppose to know what the terms and conditions are. Surely if it was only valid for 12 months, she would have sent me some sort of communication received from Qatar confirming this. We communicated telephonically and via whatsapp and never once was I advised of a time limit. Very unprofessional from Jodie and Flight Centre because if this is the type of staff you employ I would not recommend anyone to go through Flight Centre or trust Flight Centre with any travelling arrangement. My son booked his own flight thanks to no help from Flight Centre. Very disappointed as Flight Centre has always been my go to place for my travel arrangements.