Unable to get refund/feedback on refund

Due to a positive COVID test, our family could not keep our flights with emigrating to Australia - On the 10th of Jan 2022 a refund was requested for all 5 flights. If was confirmed as being received and that the request has been given to the relevant department for processing. It was also confirmed that it will take 6 weeks for the refund to occur. After 8 weeks a request was sent through for feedback, yet after 2 days no feedback / acknowledgement of the request was received. Upon questioning the matter again, the consultant, Mo, said she will look into the matter and get back to us. The feedback was that the refund has now been flagged as a priority and that feedback will be given by the next Monday, 16 May 2022, on what the refund amount will be. To date nothing, nada - no answer!! Upon requesting further feedback, no one is giving any answers on the matter - The department does not take calls, so everything has to be done via email. Unfortunately Flight Centre's email system is useless - you send your request through and it would seem that it just falls in a "pool", where is like a draw from a hat. Today, 02/06/2022 @ 10h38, feedback was again requested via email seeing that this is the only way to liaise with the refund department - It is now 18h55, no feedback, acknowledgement of receiving the request, nothing. The amount that is owed back is a huge chunk of change and seeing that my husband has to travel for business purposed, this leaves us as a unhappy client not wanting to use this facility for future reference. Honestly, the only question is how much longer this matter will take - We understand that with COVID, there is a lot of refunds, but surely an answer can be given on the progress.