Poor Customer Service

My father passed on on the 8th, so I had to cancel tickets for funeral preparations. I was then requested to send a death certificate to get my refund. I sent it on the 19th(Sunday) and on the 20th a lady named Mpho said she was going to get back to me. After more than 15 days of" revert time" mentioned on the website I then called by myself and Natalie said they have problems with refunds department, but Mpho who deals with refunds never said anything. But now when we call, Mpho pretends to not hear us and she even dropped the call on my husband whom I asked to call on my behalf because I was tired of being sent from pillar to post my her. I need my money back and trust me I will never use your services! I just want my money.