Airline unable to provide proof of refund, poor customer service

I had booked tickets for April 2020. I was unable to fly due to the lockdown. I have contacted Kulula numerous times. I had to firstly email them as no one answered the phones. I did not get a reply. I drove to the airport and was told I cannot be helped I must go to Rhodesfield. At Rhodesfield I was told to use a specific number . I was able to get through to Babalwa, who then indicated that the tickets were refunded. We responded via email that this is not the case and requested proof. No response received. On the 10 February I called the help line again. After an hour or so I was assisted by Nkosnathi who said that he will contact the refunds department and find out what happened. No response . On the 11th February after an hour on the phone I spoke to the Albie who says that after 11 or 13 months the tickets are invalid. Why can kulula not provide proof of the refund, the help line is very poor as the calls are not recorded and it takes forever to get assisted. Most importantly it seems like there is miss management of funds or ***** going on. Consumers need to be aware that if you book with the airline you may never get your money back . Very poor service. DO NOT use this airline.