Poor communication platform

The communication channels are a horrible, you can not conclude a query with a agent on whatsapp nor via email, you can speak to three agents during a whatsapp conversation. No contact number to call them directly, frustrating. I have been sent from pillar to post on a cancelation that was done by the airline and I still liable to pay, why?. Extremely disappointed as this issue is dragging for weeks now. I will not be recommending booking through an agent in future, better done directly with the airline.