Unacceptable services and communications!!!

I have been repeatedly trying to get a refund on a Dec 2019 cancelled flight via email and WhatsApp. They don’t have a telephone line where you can speak to a consultant, only a WhatsApp service where you ALWAYS get a message that says: “Thank you for contacting us. We have received your request. Unfortunately, we are experiencing a significant increase in requests due to the latest travel update. Please bear with us, a quote will be sent to you within 72 hours. If you don't hear from us by then, please reach out again. Thank you for understanding and for chatting to us today. Have a nice day“