DISAPPOINTING SERVICE!!!!

I have made NUMEROUS requests for a response to my emails/calls and finally a request for a refund on my ticket for my flight and despite FINALLY getting a call on the morning of Friday 20th March from Tracey R from TravelStart and being promised that I would get a call back from someone in the TravelStart Refund team BEFORE my flight scheduled departure in the same afternoon, this precious & illusive call back has yet to happen 3 DAYS after my flight was due to depart Johannesburg! What will it take to get some SERVICE from a company which I used to rate highly?? This whole saga has left a bitter taste in my mouth - how can one run a professional outfit like this?? Coronovirus cannot just be used as an excuse! As a last measure, I had to reach out to Emirates despite the fact that the booking was made through TravelStart and please with them to cancel my trip on Friday as otherwise I would have faced a no-show penalty. Can someone please address this asap??