Refund Request - FlySafair

I cancelled my booking , their app once cancelled only gives you the option to get a voucher. I am trying to get a refund since I am no longer going to travel. The contact centre number goes straight to number busy or gets hung up as soon as you connect to someone and their whatsapp chat help desk ended my chat 3 times as soon as I was connected to an agent. Once I finally got an agent she (Portia Cheti) is now telling me I cannot get a refund once I use the voucher option however on their app there is no mention of this , once your cancel your booking it automatically creates a voucher and sends the details via email. According to her you need to contact them and request a refund however no where on their website or app does it make mention or give you this option. Their app created by them purposely directs you to the voucher option just so they can tell you , you cannot get a refund once you have used this option when there is no other option besides that once booking is cancelled. That in my book is entrapment, ******ion and very misleading.