ASAP Tickets complaint: Refund Rip Off

Learned of my sisters death on 1-20-21. Funeral set for 1-23-21. Bought my tickets first because of the short lead time. The next morning (1-21), when I tried to get motel reservations, I found the Covid restrictions for traveling to NY. Turns out I needed to have a covid test 3 days before my arrival. That was BEFORE I learned of my sister’s death. There was no way I could go to the funeral. Tried to cancel my flight immediately! I had purchased the Ticket protection package. After numerous attempts to reach someone, I was told that only my agent, would be able to help me. I was told an email was sent urgent to both him and his supervisor. Never heard back. Reached my agent 1-22 am . Said he’d look into it. No response and this is 1-23. My flight left yesterday without me. After finding the online list of over 380 complaints regarding no refunds by ASAP, I felt it was time to file my complaint.