TRAVELSTART GIVES US A DEAF EAR

Few weeks ago we booked a flight to Dubai with Travelstart and the booking went smoothly. Understandably, just before we were about to fly, omnicrom surfaced and travel bans were announced. We tried to contact Travelstart for our refunds or cancelations and we read that they will deal with matters before flight date. The airline contacted us to tell us that our flights were cancelled. We were due to fly on Wednesday 15th December and we tried contacting Travelstart who keeps telling us to fill in a form. Why is it so difficult to sort out matter? Travelstart we want proper customer service, not even an email from you till today to inform us of any cancelations or refunds. Its been more then 72 hours and you still haven't gotten back to us??? What is the actual issue?