Unhelpful and unsympathetic towards customers. Charging fee to change or cancel tickets for matter beyond control

My mother was injured on her knee and is unable to travel, we called the call center and they were very unhelpful. They said she needs to pay a fee to postpone the ticket, which she did last week she paid R197, as her knee got injured. She is still unable to travel because she can't even walk. She's a pensioner and can't afford to pay a fee again for postponing. What should she do. Please reply with what to do as this is beyond her control as she can't walk and have to wait till her knee is healed. Attached is the report from the hospital. So intercape is telling my mom must be dying and admitted in hospital before she can get her ticket postponed or refunded. Even if she is dying but not admitted she has to pay a admin fee to postpone or refund the ticket. She did so last week wen she got injured. Now she has to pay a fee again which she cannot afford to pay for because she is a pensioner. The hospital reports have been sent to them but they are adement she has to be admitted or pay a fee. Intercape is very Very unhelpful. So they are saying that the matter beyond our control we have to pay a fee for the change. So my mother has to lay in hospital dying before you can refund or postpone the ticket? She has the hospitals report and I have sent it to them. Is it in my control that the hospital is full and can't accommodate her? Should I take a gun and force the hospital to admit her so that she can postpone her ticket? She is a pensioner and attends public health care which if you know are very pathetic and low of service. So that is our fault? Intercape is very unhelpful and unsympathetic towards their customers, no wonder their are so many bad reviews and complaints on hellopeter and the internet about the company and they even fail to respond to it and make it right. They absolutely don't care as long as they get the money the customer can go to hell. I'm very disappointed in the service of intercape and their employees.