Air India — Flight canceled due to covid but refund never initiated

Address:

New Delhi

My mother was supposed to travel Delhi to Chicago from Air India but because of covid flights got suspended and she couldn't travel. I request numerous times to Air India to cancel her ticket and refund the amount but they always said that they can't cancel the ticket but I can reschedule the ticket. i requested them that we are not sure about her travel plans because of covid and would like to get her ticket canceled so we can book whenever the situation is better. Now when we want her to travel neither i can reschedule her initial ticket nor I got my refund. I have raised my concern with Air india by sending numerous emails and contacting customer care but no response at all only i get a new case id every time. No one is sure when the refund will be initiated. Please help me in getting the refund.
Air India latest caseid is 05514604 and other one is 14416812