Tickets booked

My agent booked for tickets for my family from JHB to hong kong in JULY<br> We called your call centre in July already and cancelled due to a family crisis.<br> Weve been pushed from pillar to post and till today NOTHING has materialised<br> We changed our dates to AUGUST and was told we need to pay in R2600 per ticket when we went to the airport they couldn't find the booking<br> We had to changed dates again and now one week before we due to fly they telling me they cant do anything I must apply for a refund which will take 21 days<br> This is unacceptable and disgusting <br> this is NOT a no show because I have correspondence dating back to JUL <br>