Waiting for refund since 2nd of November 2014

I had to cancel me and my partners flights due to being diagnosed with breast cancer. I contacted Kulula on the 8th of November and spoke to a Kathy Peterson and she said I should send a doctor's letter through. I emailed her the letter and she said she will be in contact, and then didn't hear from her for a month. I phoned again after a month and spoke to a Moyra Poultney and she said she will deal with it and get it sorted out. Emails back and forth to her promising she will get it sorted. I went through chemotherapy and major surgery and feel it is very disrespectful that you need to keep following them through this difficult time and don't have the time and energy to be on the phone constantly. It has been 5 months now surely it can not take this long time? Very bad customer care and I will not recommend Kulula to anyone if this is the way they treat people.