Improving Service without acknowledgement to Clien

I was booked to fly to PE on 28th March reservation no \G80ZKS"for my daughters 21st party over the weekend. I had to have an eye operation on 25th March and another one on the 26th March and was advised by ophthalmologist it was too risky to fly due to the pressure changes which could damage the eye. I contacted help centre to see if I could get a refund but was advised I couldn't and needed to change the booking. I attempted to change booking online on 27th March and kept getting errors. Eventually contacted help centre to change booking. I was charged the original price for the ticket and not the lower price which I see is the case now + R685 for booking changes. To top it all an extra R85 for making the change through the help desk even though the site was failing. The site is so buggy it is unreal. I had a problem again today when I tried to pay and it notified me I had no changes to the booking even though there was an amount to be paid. I spoke to the supervisor of the help desk and she promised she would get back to me the following Monday"