Deplorable Service

I am extremely upset and disappointed with the interaction with customer care at Kulula, i was contacted regarding a credit on my flights as i was unable to fly, and i asked for an extension due to covid, being unwell and my husband contracting covid twice in one year. I was informed by the consultant that he would contact me regarding my query, but to date has not. I have even emailed twice thereafter and my funds from my travel bank has now been cleared.

Please can i be contacted or i will be contacting the consumer ombudsman with regards to this matter.