Travelstart=frustration

Earlier this year I booked a plane ticket to Cape Town, specifically choosing the flexi option so that I don't have to pay a penalty. When I wanted to change the ticket, Travelstart informed me that I have to change it through Kulula and they will refund me. I changed the flight, having to pay a R1204 penalty. After struggeling to get a proper response to the refund and being thrown from one person to the next asking me the same questions, i was informed that I will be refunded R279. How does Travelstart even survive if this is the service they are providing??