Zero Customer Service - Impossible refund system.

Denied right to fly as we did not get a British Visa for the 1 hr layover in London. (No information on UK.gov confirming that a visa is needed). Tried to rebook flight via different airline however funds where "locked in", so lost a lot of non refundable money on accommodation and car hire already paid for. Despite the situation no assistance given by TravelStart. By January 2026 we decided that we would need to get a refund as travel was now out of the question as so much money had been lost. Asked for refund, quote was sent and accepted. 4th Feb 2026 followed up with call centre to be told the refund request needs to be done online. A link is sent to me and I fill in the refund request. Follow up again on 31st March 2026 as I was informed refund would take 6 to 12 weeks. Call centre said there was no record of my request online and therefore needed to start the proceedure again. Call centre agent completed the request on my behalf and confirmed it was submitted, advising I needed to wait a further 6 to 12 weeks for refund. Phoned 19 May 2026 to be told there is no record of me accepting the refund quote, despite having done this process TWICE. I requested that the matter be escalated to management. Agent reassured me that they will respond via email as to when to expect refund. Within 20mins I receive an email stating my enquirer has been closed as my query has been resolved!!!!! NO IT HAS NOT. What is the next step? The call center is being answered by people in India who are difficult to understand, unlike my previous interactions with locally based in South Africans. Has the South African operation gone into liquidation? Is this just the normal run a round that all your clients get?