No response on covid matter for 2 weeks!!!!

This airline has been my favorite since the start. But I have changed my mind in the last 2 weeks.

I have been on phone calls, emails and whatsapp chats with different agents regarding a refund foe my dad's flight as he was tested positive for covid and couldnt climb on his flight. We phoned the airline 2 days before his flight when we found out the results to sort this out. Still to this day no answer or reply on this matter. I am really disappionted. My parents are struggling financially due to covid and cant afford to buy new flights again.