Medical refund?

So I was diagnosed with breast cancer about a month ago and just began chemo therapy.

We were supposed to go to Italy Sept. 28th but I am now unsafe to fly.

I booked through Capital One travel but they said the refund needs to come from air france. I provided a medical note from mt doctor and Air France denied the claim (this is all through emails with capital one, I havent seen them). And capital one said air france did not provide a reason.

I spoke to another agent at capital one who is pushing back to air france to get more information but I dont know what to do. When I contact air france they say that I need to wait for capital one to respond.

Should I do something else? I not only feel this is the complete example of needing a medical related refund but also I need the money from the flight to pay for my cancer treatment