STA travel incompotenancy

I booked a holiday at the Durban branch with Waseem in January, the security deposit was paid and confirmation sent to me about the holiday details. Due to COVID-19, we are unable to travel to this holiday and therefore need to postpone , I have called STA travel numerous times and have been told that the only person that can assist me is Waseem, each time I call he is either unavailable, on leave or I am told he will call me back, I have left numerous follow up emails for him as well with no response at all. Please assist because the due date for travel is looming and we are still technically booked to go on the holiday. Worst thing is no one is getting back to us even after some of the consultants promise to and I don't know what the solve is.