Refund

We bought ticket h to o USA and when we are that side we got an email that our flights are cancelled.i did notify airline that they have to reschedule another of which I did and on top of that they charged us another money to change dates,my husband couldn’t travel back with us and we want a refund since January up to date I’m refunded ,they did work on it and gave me the figure of what I will get after a successful refund logde and they also sent an email to my agent regarding what is refundable to ,yesterday am told the ticket id not refundable,Hello Peter pls assist