Disgusting support and communication for cancelled flight

I made a booking for my In-Laws to visit family for Christmas and fly on the 23rd Dec to return on the 27nd. This was a Christmas gift as my Father-in-law is nearly 80 and has just recovered from cancer so we do not know how much longer he will be with us.

Excitement and happiness UNTIL: Fri 18th @ 9:36 I receive an email entitled "Urgent Flight Cancelled". Under this was stating "Thank you for your booking......." And gave the flight confirmation, Further down gave information Stage 3 lockdown travel restrictions. Why? We are not in stage 3? Confused I called the call centre - MULTIPLE times and after holding on I gave up and sent an email to guestcare.

Fri 18th @ 5:44 received an automated reply from guestcare stating "astronomical high email volume". open Mon-Thu 8-5 and Fri 8-4. WHAT? Guest care is ASTRONOMICALLY busy but closes on weekends in peak season. Perhaps the reason for the high call and email volume is your badly worded email and lack of information.

I tried logging online - no luck as booking not found. No information available at all.......

Mon 21st . Tried calling - no luck. Tuesday 22nd. At last got through to be told we can rebook for Friday or Sunday! No explanation given until I pushed the agent who blamed the President and Covid! I do not buy this......... but if I did - OK. It happens. So where is the communication? Now what do we do? He offered a refund - I accepted as my In-Laws said they would drive up to Bloemfontein (+-10 hours) rather than miss Christmas with the family.

I was put through to refund department and a polite lady said I would be refunded.

Sun 27th. Receive an email that Check in in open. HUH? I had cancelled the flight and asked for a refund. Why is the booking still there? Surely if I cancel the flight to Bloem it is obvious I need the return cancelled as well. Since the 18th Dec to 1 Jan I have not had an email reply from them.