ABSOLUTELY RIDICULOUS! NO SERVICE NO COMMUNICATION

Copy of the email that I sent to flysafair after struggling for a week to get an answer! Your website and telephonic help desk are contradictory. I am happy to make changes to my flights myself on-line (as suggested by the site and the help desk recorded message). Yet when I attempt to make the changes I am informed that I need to contact the help desk?? To add to the confusion my forced use of the help desk draws a R145 penalty?? Your help desk offers a call back but then cannot confirm my call back number?

The family member (not direct) that I am staying with in KZN has tested positive for covid so I need to move flights on the above confirmation code by a week. How do I do this without incurring a R145 penalty for a situation beyond my control?