Refund Request

I have booked a ticket for my spouse to India on Qatar Airways using Travel Start. Since the flights were cancelled until 13th Jan, she received an email from them to choose either to cancel the ticket or to postpone. She chose to cancel the ticket for a refund and no response from them since then in spite of numerous whatsapp reminders and online form requests. Very poor service and customer service is non existent. We are still waiting to hear from them.