Forced to use another airline carrier

I have made umpteen phone calls, sent umpteen emails regarding a simple request....1 week later my daughter has had to be booked on another carrier to get home in time - no fault of hers. The refund policy clearly indicates a refund upon presentation of medical grounds, The stress placed upon my daughter, and I to get her home in time (I have note seen her for months). Intolerable service level. Mango bloats about \always on time""; nor any responses to my mails (both to Supervisors and consultants) and recorded messages (via all Customer Service Center numbers and prompting departments). To top it all;my personal visit to OR Tambo to address with the Mango Guest Services Supervisor (Wendy) proved useless to quote \""Sorry I can't help you with vouchers\"")...talk about service!!!! I am a totally dissatisfied (and now ex) client. I wonder if I will ever get my refund....."""