No refunds!!!!!!

I was told the news that I would get a full refund on my ticket from Johannesburg to Durban because of the flooding. I have emailed 5 times and tried calling about 3 times no one replies and when they do they are so rude and say I cant get any form of a refund even-though it said I could. I sent an enquiry in and no one has got back to me and I haven’t got anything resolved. I am meant to fly Monday morning.