Waiting a month on proper assistance from friendly staff

I would just like to know what is there left to do, I have cancelled my plane ticket in December because i needed to take care of my Aunt(Grandmother) for she was ill and was admitted in the hospital, I cancelled my ticket more than 10 days before i was suppose to use the plane ticket. I spoke to a lady that said the will not refund me because I am not the one that is ill, then she said i must send a statement letter to the voucher department stating that my aunt (grandmother) was in hospital and that I needed to take care of her, I got a letter from the hospital and sent it to them they didn't respond in the time of two weeks so I called in just to find out my emails was not even looked at yet, the lady I spoke to then said the documentation was wrong but could not assist in saying what I should give( she was not very friendly, instead of explaining to me what to do she was rude and did not at least pretend to understand my situation or give me advise on what steps to take next). I gave them what they asked for a letter I wrote a statement from the hospital with her admission and release date. No one has tried to contact me or could assist me. Have i lost the money I paid for the ticket now? Will i receive a voucher ? no one can help me in this matter...

Is there anyone that knows what to do now? that can actually assist me or at least explain to me what to do ? it has almost been a month with little to no help/assistance at all.