Incorrect information

My mom booked a return flight from durban to cpt. She missed the flight and as per the "no show " practice she forfeited her ticket and had to find other means to get to cpt. Upon arrival in Cape Town she went to enquire about the return ticket. She was told that she had forfeited that too, I believe this is untrue as the website says that the return ticket is cancelled but retains its value. I am fami**** with the fact that the customer must confirm the return flight and yes pay more if necessary but is it correct that my mother was told that the ticket had been forfeited? If so, then why does your website say something different to what your staff inform customers?