Ticket dates changed and now no one can find it

We had booked 4 tickets to Hong Kong for August 2015. Due to circumstances we had to re schedule .. that was done .. the new date is next month .. problem is the agency is based in Mali and between them and your call centre no one seems to know what happened to the booking . They cant pick it up and requested we go to your offices .. which we did to pay in the 100 $ .. but we were told by your not so helpful consultant at OR Thambo that she cant pick up the booking the agency needs to request a refund etc .. now can someone pls give me the right information . im sure its not rocket science .. this to and fro is really very unprofessional .. and i do have a good mind to cancel and go to another airline that is able to deliver..<br>