Discovery Vitality - flight tickets refund

Discovery Vitality, we have been waiting for months now for a refund of our international flight tickets (Emirates)!! We booked these tickets (through Discovery Vitality) in Dec 2019. Due to Covid, our holiday (June 2020) was cancelled. We started the refund process. After going back and forth between various contacts (Comair, Vitality Travel Queries, Holiday Travel), we eventually found a contact on your side (a supervisor, I might add), that informed us that our request was sent to your finance department. This was only on 4 Nov 2020. Firstly, we are frustrated that we lost so much time just because you do not give clients clear instructions of whom to contact for refunds, and secondly, we have been valued clients for more than 20 years (Gold Status) and your response/feedback/help is appalling! Why do we have to wait so long? Why do people, that booked directly through Emirates, get their refunds within a month?! We have tried ABSOLUTELY EVERYTHING to try and get our money back!!!