Poor Customer Service!!!!

What poor customer service from the call centre agents. In the year 2020, my husband and his group of friends booked cabins for the #ohship2020 cruise which was set to depart in Dec 2020. At the time of the booking covid had not hit - and after covid we had contacted MSC for a refund and no joy was found. Fast forward to this past weekend, my husband and I contacted MSC for a refund since #ohship2020 was canceled and in the past two years we have not received any communication from MSC with regards to the cruise, we spoke to 4 agents who gave different stories and the last lady Mbali put the phone on hold for a whole 30minutes without getting back to us. The first male agent we spoke to had no patients and told us we are not eligible for a refund and our cruise has been set for 11 March 2022 - and this was Never communicated to us, the other lady hung up after being given the reference number and the other lady said if we are not vaccinated then a refund can be done but put us on hold saying 'she's going to confirm something', we will never know what she was confirming as she never got back to us. At this point we are asking for a refund based on your poor communication and the outbreak of the virus which nobody had anticipated. The booking numbers for the booked cabins are ***8 & ***9. Your assistance in this regard would be appreciated instead of passing the buck.