Travelwings a nightmare

PART ONE; I made a booking thru Travelwings on 06 June 2023, Time 7:05pm. Confirmation was sent please see attachment attached. At 8:02 pm an email of cancellation(PLEASE CHECK BELOW FOR THE FORWARD MESSAGE) was sent to me. Upon receiving the email I made a call to Travelwings Agent who asked for my email and reference number(on email received), all requested was called out to the agent, it was confirmed that my booking was cancelled, and a full refund was to be issued to me.

PART TWO: 07 JUNE 2023, Time: 8:00am made a call to Travelwings wanting to find out when my refund will reflect in my account, only to be told that they had made a mistake by sending the wrong email to my email account, as the booking was not cancelled. In all, I was told that I am to pay penalties and other ticket costs for them to give us another ticket, a balance of R18 000. this has been going back and forth.

QUESTIONS ASKED: Upon admitting that it's their mistake, why must I pay penalties costs. Why must we top up for their mistakes?

We have been sent from pillar to post, and mistreated to date.

R18000 is alot of money to throw in the ocean/sea