Inefficient service, still awaiting refund

Good day, I am highly annoyed with the insufficient information I received from your agents. I called the mango airline , selected new refund to only be told that they cannot issue a refund to me and I must contact Guest care, which I did. The agent (Mashiya) says she cannot assist me with refunds and only mango call centre can so I must call them back. This is what annoyed me , it takes forever to get the call answered to be sent back and forth. Furthermore the agent explained the refund is for selected travel and since I paid for travel in January I do not qualify for a refund as a refund is for only specific travel, then she states its only for deaths. I explained to her my situation she then said I must send an email to guest care with supporting documents and they will escalate and she also stated I must find someone that can use the voucher and they can give me the money as no refunds are issued. I was not happy with the information she provided and asked to speak to a “ Team leader “ , and was transferred to the below Nondyebo Sopela, (she stated she was the team leader). With no resolution from her I have been asked to contact you. I have a 1year and 3 year, during this pandemic and for the next 3 years or more I do not intend flying or using such a voucher to risk myself or my family. Due to these reasons and since it is a large sum of money I request a full refund, at the time of my flight only vouchers were redeemable but the past months have proved that flying for a holiday is not an option as that is what the flights were purchased for. I am having to chase after my request via email as the call agents have no Clue or no information to assist me. How frustrating