Intercape won't refund tickets

My mother bought return tickets from Polokwane to Johannesburg in early December. She got COVID on the week she was meant to travel. She had the rapid antibody test which was conducted at their GPs office and contacted their customer care where she was informed that she should just send a doctor's note and she would be refunded the full amount. This was around the 9th of December and she did as she was advised.

Earlier this week she contacted customer care again because she had not hear anything from them and now they changed their requirements saying that they want PCR test results- of which my mom argued against because it is too late for her to have that since she has recovered. They do not want to refund her the money and want to rather give her two tickets, which is not aligned with what they originally say. We're still waiting to hear from them as they promised to get back to her on the same day which was Monday