Flightnetwork

We booked tickets to fly to Cape Town in March, due to unforeseen circumstances we had to bank the ticket, which we received confirmation from the airline. When i tried to book to use the voucher we were told that Flightnetwork had requested a credit on the 25/08/2022, not with our permission. We paid R3400.00 for the tickets and they only paid us back R 800.00 and not the whole amount. the customer service said that they kept R1300.00 per person back as an agent fee which is unacceptable.