Poor Experience with FlySafair Worst Airlines ever

my Mother was diagnosed with Cancer and she was notified that she was not able to travel as she has an underlined condition . I had traveled to airport and spoke to Samantha at the Airlines on the 7th November so that i could cancel and get a refund for the flight that was booked for the 10th . I had no other option but go to the airport as the Whats app Department was not responding nor could I speak to someone via phone . I had risked my life during this COVID period just so that the issues was resolved . Samantha the Airline Rep asked for documents and reasons for cancellation which I shared . Samantha then stated that it was all good and a Refund will be processed within 7to 21 Days . Since then I am having endless issues with Fly Safair . They are giving me the run around and they have no compassion during this hard time my family is going through and avoiding what they had told me I have a witness who was present whilst I Risked my life going to the airport so that i could cancel the flights on time .