Disgusting service

I am highly disgusted with the service I have received..

I purchased a ticket from goto gate travel to Thailand on Monday the 21st of October. My grandfather died on Thursday the 17th at night. On the 18th being Friday I contacted you Etihad Airways spoke to a guy by the name of Philip. He informed me I could change my flight at a cost of 34 euros. All I needed was supporting documentation which I got from the doctors. I emailed it off and got no response. I then contacted again spoke to a lady who informed me that what Philip had told me was not the case and I needed to contact gotogate they informed me I had to change the ticket with the airline being you. After a lot of back and forth with the line being cut a few times. I changed my flight at a huge cost of R3450 I was then told to claim a refund from you Etihad Airlines. I called back and the lady on the other end said it was not possible.

Your policy is not true to its customers as it states you will refund with supporting documentation..

I am angry and I haven't left yet.. I need answers as to what is what as I am R3450 out of pocket for your stupidity and lack of knowledge when it comes to support..