Horrible service from Budget Air

i booked a flight to Accra for my mother who was denied passage at the airport because of Surname (last name) mismatch with her new passport document. In an attempt to reschedule the flight we didn't get any response from Budget Air up until now (1 week later after the flight date). <br> No reschedule or refund has been indicated. at this point we are about to run past the return flight and it might get more and more complicated to cancel it and get some kind of refund. <br> <br> The lack of response has cost a lot of money and Budget Air's lack of customer care is appalling. <br>