Refund

I was scheduled to fly with the airline on the 21st May, I lost a family member before the date. I cancelled the flight on the 19th, was told it takes 60 to 90ndays to process the refund. When I followed up with them today I am told that I need to submit a certified copy of the death certificate, something that was not communicated to me when I processed the refund. Their service is pathetic and disgusting. Their employees have a stinking attitude over the phone that's if they answer the phone