Poor service

Poor service. My ticket was cancelled last minute few days before departure for no reason whatsoever. I was advised to request for a refund. It has been 19 days since I have requested for a refund. I have not received any feedback regarding my refund, even though I have called the office 3 times. No one is taking responsibility to tell me when I will receive my money. I even noticed that I will be penalized for requesting a refund, this company is so inconsiderate. The cancellation was not my fault to begin with.