cancelled ticket and promised a refund

i bought a ticket for my son, wife and child to visit me on 4/8/15. on 23/10/15 my son was admitted to hospital with complications after a tonsil operation. i informed the call center of the problem and was asked to send proof that my son was admitted in the hospital. i did send the proof the same day and followed up by telephone. i was informed my money will be refunded within 6 weeks.<br> it is now 14 weeks and still nothing was received