Poor Service and lack of Communication from Travelstart

I have always used Travelstart, and the basic service was ok. But in December I made a booking for my daughter and paid the extra to change the ticket date, if we did not receive her unabridged birth certificate on time. I informed the consultant that I we will make the flight as the birth certificate was not ready. She indicated that I wait for the email with the refund amount, before I decide on the new dates I would like to travel,

They committed to get back to, all I had was 1 call with a promise to get back to me in 24hours. That was the end of it.

I have to follow up and speak to a new consultant. On email correspondence I receive we will get back to you a consultant will call you back, but nothing. I was planning to travel out of the country and make use of their service, but have recommended to friends and family not to make use of their services any further.

I am really disappointed with the service and lack of communication.. Why ask us to pay to purchase the flexible ticket and yet when we need to make use of the service we are not able to. R 6500 is too much money to let go.