Unsympathetic / dont care response / attitude- no decency to contact me as yet

We booked via QVC to go to a resort on 18/7/2017 and due to personal unforeseen circumstances explained to them we are unable to attend and requested that we postpone the date or get back points used and or to re-use later. The consultant - male stuck to his guns advising that their policy is if I wanted my points back has to pay + R6000-00 just for that weekend ( not even week) . I then called Little Eden to discuss postponing weekend and they could not help me as well and refered me back to QVC (Quality vacation Club) . I am devastated with this service and response. I again called again and was told to speak to the Supervisor CECILIA V.D.WATT who was not available and left message. She has not called back up to date. Our experience at Monateng Safari Lodge recently was horrible as well. What now with QVC!!!!