Refund refusal

To say I’m disappointed is an understatement. Their refund policy clearly states that you are eligible for a refund if you cancel your ticket 24 hours before departure (you’ll be charged 20% admin fees). I did exactly this, via calls and emails but now they have changed their story to say I must rebook or lose the money. Terrible customer services, utterly disappointed in their conduct. Wouldn’t recommend to anyone!