Travelstart appalling service

I have never received such appalling service from a travel agency. I have been trying to make a flight date change to my suspended booking for over two weeks now. After being told that the Amendments team would take between 48 to 72 hours to action my request, two weeks later and after several emails and whatsapp messages that have gone without response, i received an email today stating that their emails to the airline to process the changes are being returned with errors. This seems completely unbelievable to me and appears to be a fabrication of facts. Can someone from Travelstart resolve this matter asap otherwise I am taking this up legally in accordance with the Consumer Protection Act.