Flight agency with no ethics

My mom booked a flight through this place. She had asked them if they were able to give child assistance as it is for my 3 younger siblings. They said no they are unable to and that they were cancelling the tickets. They did not ask if she would like to cancel nor was any other options given. I emailed them on Thursday, i still have had no response. I phoned them on Thursday and Friday so i could either speak to a manager (which did not happen as the operator kept giving me excuses) and so they could pull up the conversation between the 2 parties (Which i was supposed to receive on Sunday). This place is so unorganized and their stories have changed all 3 times that i have called. Operator 1: refunds take up to 72 hours, operator 2: refunds take up to 10 days and operator 3: 24 hours (one reason as to why they are unorganized).