No refund and no response!!!

Flights for our family should have taken place during first lockdown at end of March and I was able to reschedule them to November,2020. Due to extended lockdown some of our family members passports had expired and we were not able to renew them as DHA was not doing renewals during lockdown . I contacted Kenya Airways on 10th of November asking can we obtain a refund and was advised that my husband is allowed to receive a refund minus $50 service charge per passenger. My husband proceeded with request of cancellation and send an email to customer care confirming his selection and asking when will refund take place. He received an answer on 13th of November stating that refund is being processed. Since then my husband have contacted them twice on their customer care e-mail address requesting an update on refund but no response or refund have been received. Customer service does not respond to our e-mails. I am very disappointed as I feel that Kenya Airways are avoiding our request so they can get away without paying their customers refund they promised.