********* and bad business practice

My mum booked in Dec. She fell ill, rebooked for January. She suffered heart failure. Requested a refund. The apartments, refused. My mum is back in hospital and may not survive. The management at this apartments are doing bad business practice. It is incredibly ********* to not refund a dying person who could not, due to heart complications, keep the booking. She paid R9300 and is 75yrs old