Terrible useless travel agency

My tickets were paid for in July and Level 4 Lockdown was announced by the PRESIDENT, When someone finally helped me after holding on for an hour they said I have to PAY AN ADDITIONAL OF HANDLING FEE of R500 or they won't rebook my ticket at all. So either I pay or I loose what I have already paid for due to no fault of my own? They are completely useless as then i had to phone the airline directly myself to open the the ticket so that they can make the change,why the handle fee if i have to do most of the work??? Will never use them again!!!!