Trip.com complaint: Waste of time, rude, unhelpful

Hi, my name is Patrick peterken. I had a flight booked with trip.com for the 30th of January this year. I was going from Manchester to Manila. Unfortunately on the 27th of January my older brother died suddenly and I was unable to get on my flight (obviously). I got in contact with trip and they told me they would need to see the death certificate for proof which I was more than happy to give and although it took a couple weeks I was able to get it to them. Since then I’ve been sent on a wild goose chase. Emails from them saying I’d hear back in 3-5 working days, then silence. I had to keep going on the app and ing them to get in contact with me. This went on for over a month. Finally today I woke up to an email off of them saying that actually I wasn’t eligible for a refund, and readily blamed the airline. They said the airline told them that the ticket was non refundable and suggested I contact the airline myself which I did immediately. Within five minutes I got a message from the airline telling me that they would be more than happy to refund me if I had booked through them but because it was an agency it was out of their control. I screenshotted it and sent it to trip and they immediately changed their tune, but have still been incredibly unhelpful. They have now told me that I need to provide them with proof that he is my brother. They said they need to see a copy of my parents marriage certificate as well as a copy of my late brothers and my birth certificates. I cannot fathom why, but they keep telling me that it’s the airline asking for it again, even though I’ve already been told by the airline themselves that it is out of their control. The way they are speaking to me and treating me is appalling, suggesting that I would lie and provide a death certificate over something that isn’t true, or that I’m lying about the relation to my late brother. I’m completely stumped, I’m not sure what to do and I need help because this is all causing me lots of distress. Since, they have also asked me again for a copy of my late brothers death certificate which I already did give 6 weeks ago, and even looking at it makes me incredibly anxious and upset. I need help as they will not help me. I would’ve always gotten on that original flight if it weren’t such unfortunate events that followed, and I could really do with the refund as I had to put quite a bit of money towards my brothers funeral as my mum couldn’t afford it. I’d be more than happy to provide screenshots of all the conversations I’ve had with them since January as well as what the airline has said to me if need be.