No communication from agency

I have paid for my trip to Bali in full. I was meant to travel in March 2020 but my return date would have fallen within our lockdown. As a result my trip was moved to December 2020. I had to pay in a small amount again to accommodate this. I cannot get hold of a person from this company. I would like to know how the refund will work. Will we even get a refund? Also, if my trip is fully paid, shouldn't Sta travel have already paid the airline and the hotel? Which would mean that I can still go on my trip? Or do they keep the money until you leave? I am super upset.