Virgin Atlantic Shocking Service

I made an emergency booking from JHB to LHR on Fri to fly on Sunday after my 80 year old mother fell down the stairs and was flown to London and into Intensive Care. 3 hours before flying, I received results from my 7year old doctor that he had Covid and swine flu so I had to cancel the flight. Their Mobile App gave technical errors (the whole weekend), their web site required a ticket nbr to cancel/refund but I couldn't even check in the whole weekend on line as it stated I needed to check in at the airport so I couldn't get a ticket nbr. I called the call centre and after almost an hour gave up as my son required my attention being severely ill and finally I asked my brother who was flying with me to cancel when he was at Check in but he was told there was nothing they could do. By Monday, after holding for more than half an hour, I got through to the call centre to be informed I been registered as a No Show and have lost my ticket. I then tried to get a refund on my return ticket (the Thursday) and was told I cant as the whole ticket was now lost - what if I had taken BA on the Monday and wanted to use my Virgin return?? Mail sent to complaints with an automated response stating I will hear back in TWENTY ONE days!!! How shocking and disappointing for a passenger to be treated in such a way under such circumstances by Virgin when I tried FOUR different ways to cancel. Now, if I need to fly in the next few days to say my final farewells to my Mother, I have to buy another ticket! I didn't want a refund, I wanted to change the dates only. I find this disgusting that Virgin Atlantic systems let me down and is now at my expense. No number to call complaints - I now know why as they would be inundated with calls. P.S. Screen shots of proof of calls and technical errors taken and sent to ***