South African Airways Customer Service Issues

I flew with South African Airlines on Nov. 18 from Washington DC on Flight #[redacted]. I had an incident where the deplaning platform provided was not secured and rolled when I stepped on it. This caused me to fall and severely scratch my glasses. I have been trying to resolve this for a month now. My case reference number is [redacted]26. I have sent multiple emails and spent over an hour on hold each time I call. SSA's customer service has not been satisfactory. I wear BEBE glasses with special lenses worth $[redacted]. Any assistance would be appreciated.

I am a ticket holder for your international and domestic flights scheduled for September [redacted], which were canceled due to the pandemic. I am requesting a refund as my reservations could not be honored. My booking reference numbers are SFIWGE and S373MM. Despite emailing various addresses provided by SSA, I have not received any response regarding my refund request. This lack of communication is frustrating, especially as the website directs customers to use these very addresses for contact. I hope this message prompts a swift response from SSA, considering my first canceled flight was on September 3, [redacted]. Thank you. - R. Pinsker