Trip.com complaint: Refund issues and more

We booked flights to Thailand for our April holiday. My in-laws were going to accompany us on the trip. However, my father-in-law was diagnosed with lung cancer, and ended up in cardiac ICU. I submitted the refund request, with all the documents they requested, and they told me that they would follow up on the request with the airline. However, it has been two weeks, and then they emailed me and said that I wasn’t liable for a refund, as the check-in time of the flight has passed. I actually checked with the agent on the day, and she clearly stated that I wouldn’t be penalized, as the cancellation was processing. I shared that screenshot with trip.com’s staff. Suddenly, they once again asked me for the documents that I have sent a previous time. So, I shared it again for a second time. Once again, they told me that I am not liable for a refund, as the airline in question doesn’t have a policy on this. I went to the airline’s website in question, and not only found the policy, but found that I am actually due a refund due to a medical emergency, and I shared the screenshot with the website with the agent in question. Even after all this proof, they are still trying to tell me that I am not liable for a refund. I am happy for someone to contact me so that I can share all the correspondence that I have. I have sufficient proof of everything, that proves that they will apply for a refund, that I qualify for a refund due to medical emergency. I have submitted all the documents proving that we are family, I have also submitted all medical reports, a report stating that he isn’t fit to travel with travel dates included. I have included hospital details etc. I even shared the proof of the screenshots stating the medical policies of the airline as proof with them, yet no reply. Worst is, they don’t even have a single agent allocated to the case. They will send numerous emails stating different things, using different names and just keep bouncing me from one person to another. This is causing me, my family and my father-in-law a lot of emotional distress. I wonder what I can do to get them to pay my refund? I have asked them for the agent’s details at the airline, so that I can discuss this with them as well, yet, no reply, or they just sidestep my queries.