MSC won't refund me for cancelling due to COVID-19

I didn't go for the MSC Cruise in March 2020 due to the Coronavirus. Now they won't give me my money back. See my latest correspondence below: ****** AS PER MY PHONE CALL A WHILE AGO, what is happening with my MONEY?

Did you think that it is OK to accept my money for a cruise I didn't go on and IGNORE ME???

I've been on the MSC Cruises more than once, and I'm so disappointed. Your customer care team is useless. My friend even has the Bhangra Boats rights. I will definitely complain to everyone. And Hello Peter.

I'm so cross!!! This is a lot of money. We are facing a global pandemic. And you just decide to keep mum about my thousands of Rands??? There is NO excuse. It's the job of your customer service dept to answer my questions NOT JUST SEND ME DECLARATIONS TO SIGN. WHAT THE HELL???? Why should I book a cruise for the next season when I am not sure if we will even be able to go? Why can I not get MY money back?

I EXPECT A CALL FROM THE COMPLAINTS MANAGER.

What am supposed to do? Just sign something I'm unaware of? And what exactly am I writing off here? What if I book for the next season and the pandemic hasn't left us? Are you going to keep my money indefinitely even though I may never use it to go for a trip because of the Coronavirus? And am I going to be guaranteed to get a similar customized trip that I booked for? What if I don't get a cabin that I like? And what exactly is this declaration about? Why are you sending me documents and requesting my signatures without properly explaining what it is for? Why do you not respond when I ask you questions? Why do you cut my calls. Or put me on hold indefinitely???

If you really expect people to trust in your services after this pandemic is over, you'd better work on better customer service. I'm not sure who to report you to?

You are NOT obligation free!! You have my money. Regards, Samantha ***