Penalty Fees For A Decreased Person!!!

On the 30th November 2021 my husband and I purchased tickets from JHB to CPT to depart on the 22nd April 2022...Unfortunately my husband passed away on the 04th Feb I sent through the death certificate now the airline does not want to refund me, they stating that I will be charged a Penalty of R1000 for cancellation which doesn't make sense as the person the ticket is booked for is decreased. They have been giving me the run around sending me from pillar to post.... I asked if the name can be changed they also said it's not possible.. I asked why I should be charged a penalty if the person is decreased no one can give me an answer. I'm so frustrated because no one is getting back to me after they said feedback will be provided within 48hours (This query was logged on the 14th Feb) 2 months later no feedback, no acknowledgement.