Client being penalized for errors made by Travelstart

Tickets booked 15th January 2019 in my ****en name from JHB to Chicago on KLM. 14th February – I was married and my name changed 18th March – I request Travelstart to change name on my ticket to reflect my married name 27th March – Travelstart send me new ticket with name changed and reflecting my married name 7th May – I go to check-in for my flight and I’m denied a boarding pass , KLM check-in attendant tells me to contact Travelstart , which I duly do . I speak to Damita who tries her best to assist. The problem I’m told is that the name has been changed on the booking but the name has not been changed on the actual ticket. Eventually, after 3 hours, I am forced to cancel my travel arrangements. I request a refund from Travelstart. 8th May – I receive a mail stating I am to pay penalties for cancelling my flight.

Why should I pay penalties? I have already been inconvenienced and now I'm being penalized for errors made by either Travelstart or KLM , They both seem to blame one another with me the client in the middle.

I have sent a query to Travelstart however , they do NOT seem to want to respond. I have asked for a full refund and I have asked them to explain to me what exactly happened