Shocking client service from SAA

In early January this year I booked return flights through Travelstart. Cape Town to Jo Burg. Over R4000. My wife developed severe pain in her lower back, which meant we had to cancel our trip. I cancelled about a week before we were scheduled to fly, which was the end of January. Travelstart said I could not get a refund, but I could suspend the tickets and use them later. I said yes, I wanted to suspend. Then my world turned on its head. On February 18th my wife was diagnosed with spinal cancer. the cancer had crushed a vertebra, hence her pain. She was admitted to hospital and underwent treatment. The treatment failed and she died just over 7 weeks later. Understandably, after being together for over 50 years, this threw my life upside down. In May I got in contact with Travelstart to see what I could do about the tickets. What followed was a chaotic mess. Endless emails, attempted phone calls and massive frustration. Finally I was told no, I could not get a refund because my wife did not die just before we were due to fly, but died later. In their minds, apparently, being ill doesn't count. This arrived in July. I was told I could provide further proof, if I had it, but I had to do it within 48 hours- despite them taking months. I got a letter from my doctor which said, basically, my wife could not fly at the end of January because of acute back pain. I submitted this. I received an email this week from Travelstart. They say that SAA will not accept the Doctor's letter. Only proof of admission to hospital by the day of our intended flight would be enough. I am outraged. How can SAA refuse to accept a letter from a medical professional? Their rationale for denying a refund is just unacceptable. This matter has been going on for months. I cancelled timeously, and it would not surprise me if my seats were then sold to someone else. These are clearly exceptional circumstances and I am appalled that SAA does not show the slightest shred of compassion. I have had an incredibly stressful year. Part of my stress is also the fact that I am a pensioner on a limited income. I have lost revenue because I now receive only half of my late wife's pension. But it's not mainly about the money. I cannot believe a huge company like SAA can behave in such a callous fashion. It is a disgrace .Thank you for providing a platform for me to air my views. David Magner