Lack of care from FlySafair

My Mom and Dad (both in their eighties) flew from PE to Durban on 10 October to come and visit us (Flight Ref: AVIJKI) On 13 October, while visiting, Mom fell and broker her hip. She was admitted to hospital and could only be operated on 5 days later. We notified FlySafair and sent proof of the hospitalisation. We requested a 100% refund (which according to their rules she is entitled to request) by means of a voucher so that they can return to PE when she is able to fly again. After a week they responded to say that they needed some other documents from the hospital which we provided and now they have stopped all communication. They dont respond to emails or calls to their Call Centre and we dont know what is happening. This is unacceptable and indicates the level of care and consideration they have for their clients.