Delta Airlines Refund Issue

I purchased a ticket for a trip for April 2008. Due to a family emergency I needed to cancel the flight. The ticket agent (name Sherri) assured me that she would waive the cancelation fee due the nature of the cancelation. When I went to use the eticket I was told I would need to pay a $75 fee even though I was told I would not have to pay it. When I asked to speak to a customer service rep I was told "there is no way in hell you aren't going to pay the fee" His name is James Thomas and he is in Tampa. I was told the cancelation fee would be waived on april 15, 2008. I would like Delta to honor this verbal agreement