Flight Refund

I had a flight booked for the 29th of October 2023 from Cape Town to East London but I was involved in an accident in the early hours of that day and as a result, I couldn't fly so the person who booked my flight cancelled it almost as soon as the accident happened and I received an email with a ticket number that stated the steps that are followed when it comes to requesting a refund where step 2 talks about receiving communication of whether you were approved or not once the refunds team has done an assessment and required supporting documentation if needed.

Now I never heard back from Flysafair again even though the email I received stated that I will be informed if my request has been approved or declined so I sent a follow-up email on the 26th of November 2023 with no response so yesterday (19th December 2023) I called the airline to speak to an agent who informed me that the case had been closed as there were no supporting documents which is surprising to me since they never communicated with me once since I sent in the refund request including to let me know my case was closed so I could dispute it.

The agent I spoke to suggested I send an email with my doctor's notes attached, which I did and that's is when I received an email back from one of their support agents who said in his first email that since they're only receiving the documents now, they will not be able to assist as they require the documents to be sent within 7 days of the missed flight meaning I have forfeited the ticket and I informed him of the email and the steps and that I wasn't asked to submit supporting documents after cancelling and requesting a refund and that I was also booked off by 2 doctors that week from the Western Cape and the Eastern Cape as I had to book another flight for 3 days later. The agent then wrote back saying all of a sudden the ticket with my said booking reference was never cancelled and shows as a no show on their system when I received an email from Flysafair when the ticket was cancelled about 3 hours and 20 minutes before takeoff.

To me this shows that they are running away from refunding me and they are contradicting themselves because the agent on the phone said the refunds case had been closed (when it was never communicated to me) and then the one in the emails first said that I was late when submitting the documents (which where never requested from me after cancelling the flight) and now it's showing as a no show in the system but I have an email that proves I cancelled a ticket that day.

I am not happy with their handling of this matter as it feels like they are running away from refunding me.