Extremely disappointed in service and communication

Extremely disappointed by the service received from FlySafair. I emailed a letter from the hospital more than a month ago 13 April to cancel a flight due to my father having a unexpected heart attack. I am still waiting for feedback regarding the matter. On their website and the call centre it claims to provide up to 50% refund if a letter from the hospital is provided. I provided the letter on the 13th April and still have not received anyone form of reimbur*****t or communication. I also had to cancel a flight with Singapore Airlines due to my father’s condition and was refunded in full within 10 days. The lack of communication and empathy is really pathetic that I’ve had to resort to social media and will be leaving the same feedback on hello Peter.