No money refunded after ticket cancelled.

I bought a ticket for my mother in December to come down to visit. Unfortunately she could not make it due to being diagnosed with brain cancer and not being able to fly at the time.I asked for a refund on the ticket and all went well.2 weeks ago I made an enquiry because I still have not received my refund until they informed me today that the ticket can not be refunded.Very disgusted with there service.Will not be using them again.Full of stupid excuses not to refund.