LACK OF RESPONSE

I have informed them about my Dad's illness (Cancer) 7 days before the flight, they had the info as a no show. Keep on saying I had to call, I have been on the phone with Pumsa, she put me on hold for 25 minutes, then I was cut off, I spoke to Thando, it take her 6 minutes to transfer my call, currently on 8 minutes holding. My dad & mum could not use their tickets due to cancer, I have provided all medical history. I am not sure why after providing all the detail they are still questioning professional Dr's opinion? I am trying to book a flight since the 12th February 2022 with no luck as they can't seem to sort out the problem. How can one phone if you need to wait for ±25 min at a time. I received emails for the past week from Amanda Mantyi saying she escalate the matter to her Team leader and waiting for feedback. This is not fair treatment of an elderly sick patient. First email was send 28 December 2021 and I am still trying to resolve the matter