UNABLE TO CHANGE FLIGHT

Booked flights for FlySAFair via Travelstart and now unable to make a change / use the penalty-free change on my flight simply because I didn't book on their website, this was what was said to me by the PATHETIC CUSTOMER SERVICE CONSULTANTS. I STILL PAID MORE/THE SAME AMOUNT as someone who booked on their website and I cannot understand WHY the penalty free change doesn't apply to me. As far as I'm concerned IT'S been introduced to protect paying customers against Covid-19 and I am myself exactly that, A PAYING CUSTOMER. I'm so disappointed in their services and definitely would not recommend anyone booking their flights with Flysafair rather use the likes of Mango, Kulula etc for prefessional service.