Bad customer experience

I had to cancel my flight due to ****** bleeding. I went to the Dr and had to go to the hospital. I called the airline on the 13/09/2019and the agent said to email the sick certificate. I did the next day and she never responded and by Monday 16/09 I called and was told she was on shift at 10am. At 2pm no response transferred to the same agent and she says she had no time to respond. She said the Dr did not specify that I cannot fly. I had to go back to the Dr who added that on the sick note. I emailed it at 4pm and still no feedback from the agent regarding my refund. She was unprofessional and was not truthful in her statements.