Terrible service and possible theft by Kulula.com

I have had no response from Kulula to the fact that our family flight to visit my ageing mom was cancelled in April 2020 due to Covid. The amount was supposed to be credited to my Travel Bank 11 months ago. To date , the account is showing a NIL balance. I sent another email to L Petersen on 20 October 2021. I have had no response. This is complete incompetence and possibly theft.