Business ProfileforASAP Tickets

I purchased two business class tickets from *********** to ***** and ******* back to *********** on KLM Airlines. I received notification from KLM that they cancelled the flight from *********** to ***** for undisclosed reasons. KLM attempted to reschedule the flight; however, I informed our ASAP Travel that we could not cancel our flights as our land tour had a schedule that was tied to our arrival time and that rescheduling was not an option. Subsequently, I requested a full refund. Our travel was scheduled in December 2023 and I've been receiving email from the agency since then stating that my refund request was submitted to KLM. However, upon calling the airline periodically to confirm they received the request I continue to be told that they do not have any such notifications from the agency. I've asked the agency to escalate this matter to their management, as it's now 4 months since the reservation was cancelled. The constant response to my email inquiries from the agency is "We would like to inform you that as of now we are still working with the airlines for your refund request. Once we're done we will update you." I've called their customer service department several times and have been told that they "need to look into the situation and that I should receive a call back in 3-5 days." but never receive returned calls.