STA does not want to refund.

STA travel does not want to refund our money after the agent confirmed that we can get a refund and will only lose our deposits and will have to pay a 20% cancellation fee for the accommodation. I then said I am willing to pay the 20% cancellation fee for the accommodation but want proof of payment to the hotel. After that I was told that the hotel is not going to ask the cancellation fee anymore and that their policy has change and they can only help me change the dates or give me a travel voucher valid for 12 months. I don't want that, how can we make travel plans in this uncertain times?