cancel and refund air tickets

For more than a year we try to cancel and refund our flights. My husband's ticket shows as pending on the mytrip website and that they try to contact the airline. When I phone the airline itself they confirm there is NO request for cancelling and refunding whatsoever. His ordernr is L1IJQ8, booking number QO69AV. You can see the last update is 22.02.2021 My ticket shows nothing but I received an email that the flight is changed to another date and I have the option to cancel and refund my ticket. I did that request but there is nothing seen if I look at the status of my booking at the mytrip website. This morning I received an email for the flight information. I several times tried to phone Kenya Airways, I tried Mytrip several times, but no answer or agent. The phones are just dialing. And I tried to phone several days the past 5 months or so. You just stay in the queue. My order number is L1JAVF and my booking number T75YNX. I really wanted to cancel and refund both tickets. If I try to phone it costs also all of my airtime. Is Mytrip.com still existing as a travel agent? Is there anybody who can assist or help with this request? Thank you. Stay safe and take care.