Complaint

I made a booking for reservation for my parents surprise anniversary celebration around 08 Aug to 11 Aug 20198. Due to unforeseen and health reasons the cant make it any more, i tried by all avenues to get refund as i have stated the reasons they cant make it anymore is due to health reason that are private and sensitive.

Its now 26 days and i have tried by all means to get the refund the card that was debit and the funds that were debit don`t belong to me. I called several times and spoke to the receptionist Moreen who advised me to call and escalate with Nomthi and Nikita stating my case and my plea with the hotel. Unfortunately and i one thing that frustrating me is having to be sent from pillar to post to get this resolved but i see to be hitting a hard wall. I was asked for medical proof on behalf of my parents so that they can refund the funds, unfortunately i have stated that due to their age and the sensitive of the issue both my parents are old and this is a traditional issue. Since that`s the case how am i suppose to get the proof? Isn't it invasion of previous? Can someone who still cares about customers and has customer service attend to my complain.

Very upset customer.