Service? What service!

Flysafair changed my flight times due to current situations, which I fully understand. As the flight was changed to 5 hours later, I could not use the booking, and was offered a free change of flight, or a voucher for future use. I was given a contact number to call. The call center agent was no help at all, sounded half asleep and was mumbling so I couldn't understand him. He told me to do it online, which I did and was charged a R300 penalty! After emailing twice, I have not had an explanation or a refund of this R300.00 Disgusting service, and this is after I have only flown with Safair for the past 5 years. Guess its time to change that too.