Yatra Online / Yatratrip.in — non refund for the cancelled international tickets in spite of several follow ups

Me & my family were to travel to us on the 14th of may & back in june. But due to uncertainties around covid19 we cancelled our ticket (Ref no[protected] on the 7th of april itself & got confirmation from yatra website that the refund is being processed. It is more than 2 months now & they are not responding nor reachable on the phone. This is completely unacceptable. It has also come to our notice that when the ticket was issued there was only a pnr number & no ticket no basis which etihad (The air carrier) is also not able to trace the status. Is yatra a fly by night operator?