Not receiving refund from Flexi date Change TravelStart

I chose the flexi date option on my flights. One of the benefits of the flexi date option is that each passenger in the booking is entitled to a date change as written per their policy. I made a change for one passenger, I received my refund, when I then went in to make a change for a second passenger they tell me that you are entitled to one change per booking. What frustrates me even more is that I called TravelStart before I made this date change and I was informed I would receive a refund as the change I am making is to the second traveller. I am upset at their misinformed agents about their own policies that inconvenience the customer. My request is (737775)