WORST EXPERIENCE, poor service, no communication, lack of proper information

I had booked a 2 way ticket with Ethiopian Airlines but ended up using 1 with them at the height of covid. I have since January( maybe even before) been trying to get my refund to no avail. At first the calls are not answered, then the twitter account gives very generalized information The back and forth is so frustrating, the ticket ended up expiring and they now wanted to use that as an excuse I ended up getting a lady from the cape town branch who does not respond to emails, does not communicate no matter how much you request her to, she is rude, she keeps telling me the matter has been escalated and now it is coming to almost 2 months since I contacted her and she told me the matter has been escalated and still I have not had any feedback , the last I got was 2 weeks back when I called her and asked her for a response in writting THIS IS JUST UNACCAPTABLE