Flight refund to voucher

Good day I booked a flight ticket for the 21 April 24 and on that day I collapsed and had to be taken to a doctor, Was booked off for few days today called them trying to find out if it’s possible to help me retrieve my ticket for voucher or refund for that day , Spoke to a lady called Tamera Kruger she said they usually can help if you where at hospital Or seen a doctor. She asked me to forward anything that says I was not fit for that day ! Hour later she says she spoke to a supervisor they can’t help me Bt I have a doctors note that verify I was unfit I’m confused ? ! What changed ? Can you guys pls assist cause she says these nothing they can do .