Rude customer service Manager

‪FlySafair I would@never ever use or recommend your airline only due to your call center Manager Nhlanhla who really does not show empathy and lack people s****s who insisted I use my ticket to avoid loosing my money even though the person I was going to see in Cape Town had Covid 19 but I had to cancel in time but now he wants me to pay a Penalty in order to get another flight after an agent assured me this won’t happen as I advised in time why I couldn’t fly on that day .I called the call center but he keeps saying that I must pay R300 as a Penalty. ‬