ASAP Tickets complaint: Giving customer hard time for refund.

I bought three plane tickets for my family last July 18,2021. Total cost us $4,049.82 including $379.85 travel care package and $20 Token of Appreciation. We were planning to travel in in the Philippines from December 13,2021 to Jan 12, 2022 to see our relatives. I contacted my agent and inquire about cancellation of the flights. I was told that I am only entitled a full refund if the airlines cancels our flight despite of the travel care package. September 20, I received an email saying that our flight was cancelled and I called several times on Sept. 23 to file a refund case. My agent phone number is active and I asked help from other agents but they just keep passing me from one agent to another, I was promised to be call back multiple times but they never did. They would give me their call back number everytime but when I call, they usually inactive and my call goes to voicemail.