REFUND R74 000 TO PENSIONERS

My Parents on pension paid R74 000 for Umrah package through Onestop Travel and Tours from Durban through a sub agent called G & A Tours from Cape Town before lockdown March 2020 and they did not leave because of lockdown and due to their age they wont be able to leave anytime soon. They have been struggling to get their refund ever since. Airlines confirmed they refunded the agency (One Stop Tours & Travel) but my poor parents was sent from pillar to post and still no refund. Sayed or Saeed a employee of One Stop keeps making promises to everyone they will call back but no call back. The Director or Directors are silent and not responding either. We are the middle of 2021 and still nothing. Parents booked via a group of over 40 people and everybody has the same problem. Where is the peoples monies ???? are they going to get away with it ????