Goibibo - Airline ticket Refund from IBiBo due to Covid 19

Due to recent outbreak of COVID-** virus , I wanted to cancel my airflight Air Asia to Bali Booking Id: SEA*********** which after several busy call attempts they gave me an option to do it through chat window.
Chat experience being very poor gave me options to select and as I wouldn't want to take my family due to Corona I opted to cancel my flight and they send me a message they would call me in * hours to discuss my query and confirm if I want to go ahead with my cancellation and refund info.
Which I never received , I called them the next day and thier service support confirmed that I did not get a call and still they processed my cancellation and raised a ticket saying they will check on this and call me back.
We exchanged several mails of them asking me about the sms proof etc and I expected them to get back to me with a positive reply as the airline has several policy for the customers for a refund , to keep the ticket open etc which they can't help me as I had booked through an agent and ibibo has to do it on my behalf.
However now ibibo calls me and mails me ,just plainly says ticket cancelled no refund as my destination and date of travel is May, which makes no sense as I was just expecting in the call they promised me * hours after my chat request before they processed it without any confirmation from my side which if informed at the time of request I wouldn't proceeded with.
They are cheating us, this is worst service as a travel agent to not give customer an informed decision to make.