Poor service from Budgetair.com

I booked a flight for work on the site. But due to unforeseen developments I needed to cancel it. I requested a cancellation more than a weeklikely before the flight and only afew days after booking. I followed the process as per the website instructions and yet I have not heard back from them for a week. They promised to get back to be within 2 days. I have also repeatedly (at least 5 times a day for the last week) called the helpline and I have not been able to reach anyone ever. I have also tried calling the emergency helpline and did not get through to anyone. This is aweful service, it also means that I will probably not be able to get a refund on the ticket because they have taken so long to get back to me (the airline requires me to cancel the booking through the booking website). I would highly recommend one does not use this service provider in the future.