Spice Jet Airlines — medical waiver for cancelled flight

Address:

41 Dr Abdul Kalam Road, 603103

I have a medical condition due to which i could not make it for a trip booked for june 7th.. on june 2nd i send an email with my medical documents to [protected]@spicejet.com. till June 6th there was no response and then the customer care agent just cancelled the tickets as flight was next day and applied normal cancellation charge for both me and my husband . I was assured that their team would verify the medical documents in the next 2 days and process refund / medical waiver for me . It has been solid 10 days now and the documents are still not validated or refund processed . What exactly is causing the delay . None of my emails are replied to and customer care just says we ll resolve by tommo every single time i call . My ref ID is 03780782