ASAP Tickets complaint: Using credit

My complaint:

Spent $1689.98 on airline tickets to Hungary for 2020 summer. Due to covid, we had a couple options: get a partial refund, company keeping $500 or keep the total amount there and use it by Dec. 2020. That was extended to travel being complete by March 2022. Since Hungary requires quarantining we have to use the credit. Three weeks ago we wanted to book 3 tickets to Cancun and found them for a decent price, but could not get hold of our representative. When he answered by email, he offered two flights. Neither being nonstop, both being $200-$400 more than we told him. Also including 16 hr travel vrs. the 4 hours for direct. We tried to reach him to no avail, leaving phone messages and emails. I spent an hour and a half trying to find someone to help me. After four hang ups I finally reached someone. I explained the situation, the tickets we found and asked him to book. He was trying to find the prices when I had to leave for an appointment. He agreed to call back in 1 12 hours. No call, so I called him. Left message. Have yet to hear from him. We would have booked the flights we wanted if we didn’t have to use this money. Since we started three weeks ago, the price has increased $60.

Suggested solution:

Either 1) return our calls and book our flights or 2) refund the total amount of the credit so we can book our own.

As you can see from the attached, the flights quoted were for Dec. and Jan. Our fight was to be Oct.- Nov.