ASAP Tickets complaint: Refund never issued after cancer surgery serious medical reasons and proves plus insurance purchased

I booked my tickets last summer 2021 through an agent that I used before and to be honest I had one more time my part of my momey held by the company.

This time though I got refunded nothing and my agent has been telling me for 3 months already that the case belongs to another department.
So I paid 3 tickets one of them for my friend Patricia who was going to visit Europe with me but because of covid we bought insurance for a full refund even if the air companies have to refund u for any covid cancelation .
Unfortunately some days later our friend paty got very bad news that she needs an emergency surgery due to 3 tumors that have been found on her breast.
I immediately asked her doctors to pass us necessary paper work to prove her condition to the company and I contacted my agent who promised me what I was deserved to vet.My full refund according to the contract that I signed when I paid for the insurance and I also kept the email with the rules proving that I will receive a full refund.
The last 3 months I have been owned over 1200$ and the response is always I escalated your case but it’s not on me any more but on another department which has been ok the first time , maybe the second…then he stopped responding my emails regarding this matters but he responded my emails for booking my return ticket and my change of my next trip from Europe to USA.
After 3 or 4 emails and my last 2 ignored I called and he said It’s not in my hands which is ridiculous and inconvenient cause that’s why I have an agent working for my tickets and this is not the first time that I am booking with him.
Although I also mentioned that there is 189$ or so on my account from a previous cancelation of another trip in 2020 because of covid and the airline and they refunded to me an amount but they kept the money while he told me that they will be in to be used on my next trip with any company. When my next trip was booked by the same agent I told him to add those funds as he promised and he said that because it’s not the same company he can’t so I will be able to do it in these 2 years on any trip but with Lufthansa the company that canceled and refunded part of it, I founded it weird but I said ok.
Tonight and through an email I mentioned that I want to add that money for a trip and he said oh I don’t think u have that money any more we added them in this trip .
RIDICULOUS I HAVE PROVES OF THE MONEY THAT I PAID THROUGH MY BANK AND I PAID THE TICKET IN FULL FROM THE CARD .
Tonight I gave him a last chance to fix it and I honestly told him to return the amounts that he owes me from both flights other wise next time they will talk to my lawyer .