Was advise to loss R 3500

On The 1st of Dec i made a booking paid for it and the passenger was to travel on 7 December , the passenger wanted to change to travel on the 6 Dec .the call centre agent spotted a mistake on the spelling of the name of the passenger ,she was nice and quickly advise me that if i cancel the ticket and book a new 1 on the same trip will be refunded n i will be charged service fee , then the next thing after thy deducting money from my account for the new ticket thy start saying thy wont be able to refund me .my problem is thy advised me to do some thing then they change there statement i am soo disappointed this is unacceptable from a big organisation like this ,try ed calling customer care thy said thy cant help ,must call reservation i called and after a long wait thy say the team leader will call me back since even now i am still waiting :(