Kulula, worst service ever

I was supposed to fly on 17 December 2020, I had to cancel my flight because I was in hospital, I informed Kulula about it, I had to send them proof that I was in hospital, which I did, from ICU, they opened a Travel Bank acoount for me, great, not great, I still haven't received any money in my Travel Bank account. I have emailed the person who opened the account 20 times without him replying once, I have phoned Kulula over 10 times, minimum waiting period before they answer is 15 minutes, they aren't helpfull at all and promise to get back to you but never do, or they put you on hold for 30 minutes and then just cut you off. I need to book a flight and can't use my money that they have. I had to cancel a flight with British Airways the same day, they immediatly gave me a voucher, all done online and no jumping through hoops and proofing that you are in hospital in ICU