Misinformation from Roche Lock at Pen Travel East Rand Mall

Booked a flight at Pen travel East Rand Mall with a lady by the name of Roche Lock for the 11th of December 2024 to Nea Zealand. We are first time overseas flyers and was really depending on Roche to assist us and give us all the information needed. We explained our needs to her and enquired about more spacious seats. Pen travel charged us R4800 odd rand per person for more spacious seats. I told Roche that we will not go that route as it is too expensive. Roche then told us that we can only book our seats 48 hours before the flight on the 11 th December 2024. Roche contacted us on the 11th of November 2024 informing us that we can now book our seats. That was strange us she told us that we could only book our seats 48 hours before the flight. I logged onto Quantas website to find that the seats was almost already booked out. Our choices of seating was limited and I had to choose seats from the seats that was available. We had to pay an extra R8500 for our seats. I send a few emails to Roche enquiring why we need to pay extra and had no reply on that question as yet. Roche used the excuse that she told us to book our seats the day we paid our tickets at Pen travel. Nor me or my husband remember her prompting us to book our seats then on that day us she informed us that we could only book our seats 48 hours before the flight. Roche forgot a very important detail and that is that we did not pay the tickets at Pen travel but Standard Bank did an EFT payment for us. I emailed the payment confirmation to Roche. So you can clearly see that Roche is lying about prompting us the book the seats that day. I will not recommend Pen travel East Rand Mall to anyone. I will be lodging a complaint to the ombudsman to help recover the extra monies we had to pay.