Don't care attitude & refusal for refund!!

I made flights bookings for myself and my 2daughters last year. Unfortunately my daughter got very ill and we couldn’t make it for our vacation as planned. I have been In touch with Flysafair to get my refund and trust me it was a hustle. Eventually I got help from Rudy, however this is after I had to send confidential information and disclose why we couldn’t travel anymore.

Initially I was advised that I will get my full refund as I had sent them everything. Whilst following up with Rudy from Flysafair, she sent me a credit note amount, which was a completely different amount from the voucher and the penalties were not being paid back. Now I’ve been following up and getting not much of a constructive feedback. I need my money back. How does Flysafair expect to deduct my money and punish me with penalties even after I have proved that my daughter was sick and we couldn’t travel?

Why is Flysafair refusing with my money even after I’ve shared such personal and sensitive information with them regarding my daughter being in hospital? Even the Dr did send a letter regarding my daughter’s condition. What else do I need to prove so I can get my full refund back as promised? Why do I have to beg to get my money back as I have proven everything to the airline???