Failure to Communicate

I have booked flights in 2020 and with the hard lock down on travel, I was given a travel bank account. This amounted to R19,703.84. With restrictions and safety for my family, we have not travelled. Seeing that we can now travel, I wanted to book a flight to Durban, called the Kulula call center and spoke to Tasnim Delate (supervisor). I was told that my funds have expired and I have told Tasnim that no communication was sent to me directly informing me of any expiration. She told me to send an email to their customer relations department and said that there is no number for a supervisor in that department which is a absolute nonsense in my mind.

There is no way I am letting R19,703.84 go, its basically Kulula *****ING my money without any notification whatsoever.

I have also sent an email to their client relations department *** and awaiting a response