Can Someone Please Get back to Me!!!!!

On 23 Feb I booked flights for my parents from Durban to JHB to join us for a holiday on Flysafair rather than having them drive up as originally planned. Literally later that day my Dad was diagnosed with cancer in his oesophagus and had to be rushed into Hospital the next day to have emergency surgery to have the cancer cut out and was told he would be in Hospital for 2 weeks. I immediately got the documents together and that night did a submission on the Flysafair website for a refund as the time in hospital overlapped with the flights. I got an automated response to say it would take 24-48 hours for a decision... its now been 22 days and i have had no feedback which i dont find in ANYWAY acceptable. I have had to incur costs flying up and down to help my family out and would appreciate the money I paid back as i followed the procedure rightfully!