Flight booking

So l made a flight booking through your company ,before the flight flown ,we had a sickness that creeped in my family ,I immediately communicated with Booking.com to inform them then the Agent "Sheila" informed me that l can communicate the following week to pay the rebooking fee ( l actually have screenshot evidence of this ) now l communicated and they said l am not eligible for a rebook or refund which l find very ridiculous regarding the communication that l received from the customer service at booking.com..l can attach the evidence if needed ,l just need to get my money back