Kiwi.com Skypicker Refusing refund other other

My wife's father became ill (on his deathbed) while we were on vacation so my wife bought tickets through Kiwi.com for an early return home from Miami. She was a bit distressed apparently and didn't realize that we had to go through immigrations and customs in Brussels and check back in with 90 minutes to do so which is impossible. Should the flight be on time it would be impossible let alone if there are any delays.

We cancelled the tickets immediately (well within the 24 hour grace period written in US law) and were told it would take 30 days to get a refund. After 45 days I contacted them - supposedly they forgot. They refunded 144.32$ out of 986.23$ and are telling me that I have to deal with the airlines.