Travelstart - no customer service

I am really disappointed with Travelstart customer service. They say that the refundable flight is 100% refundable until it is time for a refund. I am about to lose R4000 for a cancellation that was apparently refundable at an extra cost of R700. The call centre is virtually impossible to access as you wait insane amounts of time. Even just for an adjustment to the booking, it seems the agents do not even understand what you need. I have two separate quotations for the same cancellation, it seems they do not know how to calculate their own cancellation costs. I am never booking through this ridiculous service again. I hope noone falls prey to these claims that cannot be fulfilled.