Ease My Trip — Not updating on refund applicability

I have booked tickets from the Ease my trip in which full refund was applicable if the passenger is having medical reasons. I have contacted the customer care, who asked to mail. I mailed. TAT was promised to be of 1 day. No reply. Sent reminder 1. But not satisfactory reply. Sent reminder 2. then easemytrip asked to directly contact to airlines.