Kulula ********** Tickets

Good day,

So my sisters and I have been trying to get a refund for our booking for almost 7 months now! We booked our tickets early last year for travel in September of last year but obviously, COVID changed those plans. When we tried to call and email for assistance there was no response for at least 2 months. Now that we finally get a response this is the response we get:

Thank you for your email and I trust all is well. I have checked the validity of the unused tickets and our reservations system indicates that the tickets were never issue as the transaction was deemed suspicious. The status indicates " No Go " which means even if the passengers went to the airport they would not have been able to fly due to the possible ********** booking.

But then we received a confirmation booking email from Kulula once we paid. I understand these times are difficult but surely there's a better way to handle this. We need an explanation as to how these tickets were suddenly ********** and how we can reclaim our money back, if this is not a Kulula problem.

Thanks