Utterly Bad Service

In November 2015 I booked 2 airline tickets for my mother and daughter meant to travel on the 8th of December 2015 from Harare to Johannesburg. Travelstart confirmed booking and I made a R7415.44 payment. On the 4th of December 2015 my mother got an SMS that the flight has been cancelled. My mother was recently diagnosed with Type A diabetes and I had booked her an appointment with a specialist in Pretoria for the 12th of December. I called Travelstart to get clarity on the matter. The first woman who took my call told me that the airline has been grounded and tuff luck I must pay for a new booking.<br> I called again later and expressed my disappointment in the whole matter, they had charged me an additional R578 under a line item they call Refunds & Cancellation Assistance, i believe they should refund me so I can pay for a new booking and they take up the matter of 6 weeks to refund between themselves and the airline as they probably have some sort of service level agreement & I didn't. They flatly refused. 6 weeks later I have no refund & no one called to with any update. I called them again & all I hear are stories & refusal for me to talk to management.