GOTOGATE - Booking M0W18P - NO REFUND AFTER DEATH OF HUSBAND

My husband passed away before the trip I booked with Gotogate. I requested a refund as well as an extension of the other tickets and hotel. They only extended the other 3 tickets but did not want to do the same with hotel. I phoned hotel in Zimbabwe and arranged this myself. My husband passed away in April 2023 up to date I did not receive a refund for his ticket although I submitted the Death Certificate and all the documents they needed. Please do not use this website as they have no customer service or care whatsoever.