Incorrect advise on the purchase of international plane tickets

We purchased plane tickets due to leave on 14 March. This was done in person at the Cresta branch. Now the tickets need to be cancelled and/or postponed, as our visa's are not in place yet. This was a risk from the very beginning, and it was spelled out to the agent, Siddhi Ramparsad when the tickets were booked. Now that we need to change our plans, we have been following up every day since Saturday. We are not getting decent answers, and the story seems to be changing. The bottom line is that the initial advice was incorrect, and now they are back pedalling and will probably cost us a substantial amount of money. The names/contact details of Siddhi's manager/s also seem to be top secret, so unfortunately we don't know who to contact in order to get this matter sorted before loosing all our money.