Finally got there. After being disconnected last night (well this morning... it was 2:45am) I called back and selected a different option which got me through to somebody (CPT again) within 15 minutes. Explained, agent seemed to get it, put me on hold and came back and said "ok done, you will receive the ticket within 72 hours". I pushed and said I wanted it issued on the spot and she mumbled a bit but said she would. Little more time on hold and I'm told all done. I ask for the ticket to be emailed to me which she does..... and it hasn't been changed. Same sectors, same ticket number. Ask why and she said "oh I'll do it within 72 hours leave it with me". Say no, back on hold again, 10 mins later I'm transferred to the survey and hung up on.
Call back again, only 5 minutes (don't select Intl flight option; it said "over 2 hours") and speak to another agent in CPT. I open in Afrikaans and switch to English, explain and he gets it right away. I still have to push three times for immediate ticketing but receive it in the end. Climb into bed at 4:30am.
I have no idea what I am getting refunded, what they have charged me and when the points are coming back.
Clearly, there is virtually zero oversight of this outsourced operation and the training seems to be extremely poor.