thc trying to make money at the customer's expense

It's upsetting the kind of service I'm getting from thc. The consultant are so dismissive of our enquiries. I stay in Pretoria with my 3 kids, we had booked for a week in CP, during the school holidays, the other 3 family members stay in Klerksdorp. We had made 2 bookings, and when trying to postpone or get some sort of help no 1 bothers. I'd like to escalate this, why are being penalized for something beyond our control.