Disgusting Service

i booked online and paid for extras which was supposedly suppose to cover me in case i need to change flights or heavy bag, which i had to pay for at the airport upon arrival, i have sent several emails and waste my airtime every day trying to call uNathi Nzenkeni and Bianca, today i got assisted by a very *********** call agent by the name of chantell, till to date i have not had proper feedback as to what was the extra fee for that i paid online when i booked my ticket, instead call agents are denying that i paid for this service even after sending them my proof of payment and flight confirmation...Disgusting services!!!