Go to gate

I booked our honeymoon via go to gate on in December 2019 to go on our honeymoon in Bali in March 2020. Then Covid-19 came and I change to flight dates with the airline themselves to Dec 2020. In September 2020 I got an email from the airline that said the flight has been cancelled on their side and I have 3 options:

1. Refund 2. Voucher 3. Change my flight dates

I chose a refund, and the responsible party to ensure I get my refund is go to gate...I've been phoning and emailing them from September until now and still haven't received my refund yet (mostly automated emails). They keep telling me they can't do anything as they have logged a refund with the airline and they're waiting for them to process the refund. I've been in contact with the airline as well, but since go to gate made the booking on my behalf they can't help me as well.

People this agency is the most useless service out there and I advise you to stay away as far as possible, rather book through another trusted agency or with the airline self to avoid such disappointment!!!