Ethiopian Airlines complaint: Refund on cancellation

I had purchased a ticket to Ethiopia for the 23rd march, the day before my flight on the 22nd I had to cancel my ticket due to a family emergency. I called the airline and was placed onto the phone with an agent.
the agent informed me they could hold my ticket for nine months but I would be required to pay more money due to the price going up or they could take £150 from the ticket price and refund me the remaining balance.

I felt under pressure and rushed by the agent to make a decision on the spot as it was the day before the flight, i had a family emergency and made a rushed decision.

I called the airline again a few days later and spoke to an agent called Kidist for fifteen minutes, there was no record on system of what I spoke with the first agent about, nothing on the system regarding my cancellation.

they told me they would listen to the recording of my call to gather information and contact me back. they never did contact me back, I have sent continuous emails and only received a single response on the 6th of April from a customer relations email signed by a Rahel K asking for my ticketbooking reference and have not received a further response from them despite numerous emails I have sent.

with little resolution regarding the poor customer service I received and the on the spot decision I felt forced to make.