Withholding payments and bad turn around times.

Travelstart doesn't have a contact centre where one can reach them on telephone. We have to communicate with them either on whatsapp or their contact form on the website. The turn around time for both is 48 hours. How can a company which deals with airline tickets on a day to day basis say that they will come back to us in 48 hours. And they do not contact on whatsapp or calls. They communicate on email. And the turn around time for that communication is 48 hours. I have requested cancellation of my tickets booked, because emirates has cancelled the flights and they are withholding a payment of 1200. How can I be penalized for something that the airlines did. And they say that the refund process takes 10-12 weeks. Are they running a tickets business or a finance business. Highly unprofessional and I will not use Travelstart ever again.