Unsatisfactory Customer Service

Made a booking to travel from Auckland to Australia via Flight Network on the 3rd October 2023, as it was one of the requirements when applying for a transit visa, the visa I app**** for was.refused and I am unable to travel, I contacted AirAsia first as they are the airlines, on both occasions I was told to contact Flight Network, who holds my payment and my paperwork. I contacted Flight Network via their online app, via the telephone and email, and was told that I should contact AirAsia as they are the airlines and they need to authorise the cancellation of my booking. Firstly I am the customer who should'nt be.given the run around, Secondly, Flight Network and AirAsia is not on the.same page with regards to their.cancellation process Thirdly, my booking was made via Flight Network who gladly took my money Fourthly, the reason for me cancelling is that I don't have a visa to enter Australia. Fifthly. The customer service Agent never bothered to read my email and responded without empathy and hid behind their processes. My booked flight is for the 25th November 2023, I need this cancelled and refunded in order to book another flight. I am very unhappy about the lack of empathy I received from the staff at Flight Network.