Mytrip.com - Viagem cancelada a NY por causa do Covid-19

I´m trying to call you more than 1 hour, and you answered the call ...
Reservation TV7523
I had send a number of emails, because the flight was canceled, so we have
to have the refund.
This email you had send us, if for the check in, but the flight was
canceled so there no chance for doing this.
So I leave one more email because, since the flights were canceled by the
company itself, I need to know when you do the refund, since the
indications we have are that the refund is made by you. I await urgent
response, payment was made in October 2019, and the flight is in than 2
days 28/03/2019. I await an urgent response, and can´t contact with you...