Disappointed in Travelstart's communication system

I have had the most terrible time trying to communicate with Travelstart recently. I have booked flights in 2019 for travel in 2020 and after South Africa went into lockdown we obviously couldn't travel anymore - but trying to sort out our tickets, get information on refunds or the moving of our tickets have been a nightmare. Having to fill in a contact form every time and not being able to reply to their emails or to talk to a person is exhausting ... I have to explain my story every single time as there are not a specific person handling the case. Would really just appreciate it if there were someone who could handle your case and explain how things work or what your options are. Responses also takes forever now.