Inconsistent responses contradicting airline policies

Unfortunately, Travelstart has been disappointing on how they have been handling queries pertaining to corona virus. I understand that the call centre has had to close and that people are responding on email, but the responses I get are confusing and they are contradictory to the press releases from SAA.

I want someone who knows the SAA policy to confirm that these will be upheld by Travelstart and to assist me with what to do with the reservations that I already have.