travel agency

I understand the tourist industry is more busy as usual through the covid 19 pandemic. But it is absolute terrible that they inform/ instruct you to phone if you want to cancel and refund your trip throught the Covid 19 crisus but you get NEVER an answer. I try to phone every day but there is no anser. Some days a consultant answered the phone, got your details and ask to hold on the line but there is no one answering the phone. I waited for more than a hour. I phoned the South African number. I put aso a message on facebook but no reaction was given.