Moz trip

I was ****** on the eve of the trip and my bag snatched with my passport in it.I was scheduled for a Moz trip and I stay in Cape Town mind you.I told the lady its fine she can just allocate me in another trip but she refused and said I forfeit half the amount.I pleaded with her and was referring me to her driver not picking up my phone calls ignoring me on WhatsApp.now I’m asking for the refund I’m being told actually she doesn’t refund and I paid R6500.she has no remorse and displayed selfishness plz dont use this agent