SOTC — Cancelled trip amount is not refunded

I had paid big amount for a Europe trip for travel in April 2020, the trip was not fully booked and cancelled due to COVID.

I requested multiple times for the refund but no resolution yet. I have created customer care ticket. They say their representative respond within a maximum of one working day. It's been more than a month and after multiple reminder they are not responding anything.

No proper response from the sales representative also. They have been very ignorant.