Failed to deliver and refuse to refund

We paid for a Europe trip that was planned for April 2020, the trip was cancelled due to COVID19. The Travel agency went quiet for some time without updating us in terms of postponement. We started engagement with the Agency and they kept making empty promises about either postponement/refund. To date they haven't refunded us, they keep making excuses about GotoGate failing to refund the fees that was paid to them for booking the flights. We have no business with Gotogate and we don't understand why we have to wait for them to refund Dalani. The owner is so rude and have no compassion