****y service from flysafair to make money out of customers?

I booked 2 tickets for my mom 65yrs and grandma 92yrs to Durban on the following day my grandma was hospitalized and I tried calling the flysafair airline call center to no avail, the next say I came to the airport only to get no assistance because I didn't have any medical certificate at hand. All I wanted was a cancellation or a reschedule because it was due to my grandmas medical condition only to be told there's nothing that the agents can do at branch level only the call centre can assist. Their call centre is a s good as dead, calls never answered just exhaustion of airtime. So I resorted to a name change that has cost me R600 and on the departure day the payment was not found and was adviced to pay R1200 more for other reservations since we missed flights due to payment not being identified on their systems even though I had submitted my bank statement as proof of payment. I then demanded a full refund because of all the inconveniences because I even missed the second flight too. Hours later after nagging and persisting the agent manage to call their accounts department and the payment was verified and reschedules were done to a later flight but this has affected the whole trip. In short flysafair has the ****piest service and I'm still not happy about having to pay the name change fee because I couldn't be given the a full refund and didn't want to lose all my money