Bravofly review: Cancellation of flight booking

My name is Shubham, and i have booked return flight from auckland to mumbai for two persons on 7 june 2023 for 5284.16 NZ dollars, and the booking dates are 27 oct 2023. I have took there fullflex feature. But due to some medical emergencies i have to cancel my bookings which i did on 5 sep 2023. I have cancelled my tickets in advance but still haven’t got any response related to refund or the cancellation is done from there side or not. Everytime when i contact there team they says its in the process and tells me to wait more, its been almost a month and i am still waiting for the update or confirmation that my bookings are cancelled or not and when can i get my refund. I can still see my flight details on bravofly And on my airline website which still says it is confirmed, but there team says its cancelled but never give me any mail or document that it is cancelled or not. Now the dates are coming near and i still have no idea about the flights. There team agents tells me to go to the Airline company.

Please tell me is it take one month to cancel a flight booking? And if yes then when will i recieve my refund in a year?

I have also given them my medical emergency proofs but still there is nothing or no official update about any cancellation or refund i got yet.

I have all the chats and proofs.

Please help me out.