FlightNetwork complaint: Will not authorize airline to refund my flights

I have been trying to refund flights that were cancelled during the COVID 19 lockdown. Virgin Australia will not refund me until they have authorization from the Flight Network. I have phoned the Flight Network over the last 5 days about 20 times and every time I get told they have loaded notes, however Virgin Australia cannot see an authorization on the ticket numbers.
When I try and explain that their notes cannot be seen they cut me off and tell me that there is nothing else they can do.
I asked for them to phone the Virgin Australia Industry Support number on Wednesday (210922) and authorise over the phone. They said they had sent a request to do so. I checked on Friday (23092022) and no request had been placed. The woman on the phone said she had done this again and I would get contact in 24 hours. I didn’t.

This is the worst customer service I have ever had. I just want my money back to see my family next month and this company is making things so hard. I don’t understand why they cannot load appropriate notes on my ticket numbers so I can just get this sorted!
I get the impression they are just writing notes in theor own systems and not on the ticket numbers in the shared place Airline companies can see.
There is no proper complaints process or anywhere to escalate this to some one higher up the company.