SID on website not working - Fatima not helpful

I was very excited to hear about the Kulula sale. And have been trying since early this morning to book flights for my family to visit great grandparents in East London. With no luck. Either the site if offline, or it hangs or when I finally get it working, there are no flights. I luckily came right with available flights and after going through the whole process the SID payment function didn't work. I was advised to call the call centre which I did. I spoke to a initially helpful Fatima who said she cannot help unless I pay with credit card which I do not have. Then I tried online again while she was holding. She then said she is able to help if I pay the eft immediately which I was very happy to do. After going through everything again, when she gave me the total amount there was R300 extra. I asked what it was for and she said \for service charge". I said if I had known from the start you were going to charge me extra"