'High' Cost Airline with Zero Customer Service/Care

My uncle and aunt who are pensioners, 73 & 67 respectively, had booked tickets from Durban to Cape Town to visit my sick father who had been hospitalized at the time. The return flights were booked for Tuesday the 11th June. My father has now passed away and during our grief when we spoke to Mango Airlines, we were advised to book new tickets which would work out cheaper rather than making a change. We could then contact the customer service line to receive a credit or refund. I contacted Mango today 11th June and held on for 47mins before the call was dropped. I then contacted them and spoke to Wandile explaining my situation who transferred me to refunds again where the call dropped. I contacted Mango again to hold for 16 mins before speaking with Kevin re-explaining and he coldly responded that there will be no refunds and there is a 'procedure'. He advised he would speak with his TL Kreshlin. I was then re-transferred to the same TL who supposedly was near Kevin however had been on hold for 7mins with no outcome as the call dropped yet again. There is absolutely no empathy, customer service or care. The call center should be renamed Mango Procedures and Policies instead of Customer Service or Care because they provide a tick box response despite acknowledging the incorrect advice they provide.