RIP-OFF BY FLYSAFAIR

My 6-year-old was to fly with my sister from East London on 2 May and return with me on 4 May. She unfortunately fell sick to travel and my sister reported this at their kiosk before she flew out. They advised that we provide them with a s8ck note for them to make a refund nefore the end of that day which we did. As advised, I followed up with a call and spoke to a veru incapable Anathi who confirmed receipt but had no idea what to do. On our return on 4 May, we went to their kiosk at OR Tambo airport where we were given a different email address to which I forwarded the sick note and the previous emails. To-date I have never heard from their East London office nor their Headquarters. It was my first time flying with them and this is my experience. Is this how they do business, cheating people of the money? I truly need to get my money asap.