Travelgenio - Process refund or travel credit for covid 19 flight cancellation

I bought a two tickets for a flight in april 2020 from Madrid to Havana , due to COVID my flight was cancelled. I tried to talk to the airline and with Travelgenio about it and the airline said that they already gave the authorization to travelgenio to proceed with the refund, I talked with travelgenio and they said that the authorization should take 4 to 6 weeks, but this was in august 2020 ! I am waiting to get my refund since than and I send many emails to Travelgenio about it and they gave me zero explanation to this situation. I just want my money back even if its via a voucher to be used in Travelgenio.