Refunds from Mango

We had booked with Mango two years back and had called in to cancel as we were still unable to travel because we were under lockdown, the 2nd time around we were not able to travel as school concided with our holidays, when we called in to cancel we were told we didn't need to cancel anymore we just need to call in when we are certain about our dates. Now Mango has not responded to any of our emails or calls, as we want the recording to retrieved and want our refunds.