Compassionate refund

I organised my mother a flight to Hobart but my father had a stroke and she can't fly. I'm a disabled pensioner. It was a 26 min call on 21/3/11 for them to tell me to fax a medical certificate and cover letter and I would be given a compassionate voucher for the total of the flight. After a week I called back (16mins) to say I had received no confirmation of the fax. I was told it usually takes 7-10 days. Today I phoned - 28 mins!!! to be told that they haven't received the fax. I said I wanted to speak to a manager and was refused and told they would say the same - fax it again. I have a copy of the fax and the station number. Why is this my fault??? I'm under enough stress as it is. Then before I could confirm the fax number again, I was cut off. So upset.