Risky Travel Partner

I signed up to Leisure Travel International as a supplier of local and international travel booking for which there is a once off cost of R10 000 and an on-going annual fee. I booked with them to travel to Europe (primarily Italy and France) from 24/06 to 6/07 at a cost of roughly R65000 for 2 adults and 1 child. Hotels selected were shocking and I needed to search online to obtain suitable hotels. Airfaire provided was not competitive and again I needed to intervene to obtain a better rate. No advise was provided on Visa's required etc. Unfortunately on 21/06 we were involved in an accident and the doctor advised that my 4 year old could not travel for 2 weeks. I contacted Leisure Travel International and advised them of the problem. All documents were submitted (medical, SAP accident, photo's etc). To date, I have not received a formal process to be followed, no refund, no confirmation on the airline's (KLM) stance etc. I have been requested to rebook though. I need to follow up with them and only receive a copy and paste of the responses from 'their Suppliers' which seems to be Thompsons. I am concerned that I will not receive a refund. I have no guidance on the process. Nothing