Go Air - Flight Ticket Refund

I booked a ticket for a Mumbai - Ahmedabad flight scheduled ** March, ****. The flight got cancelled due to the coronavirus. It wasn’t lockdown yet, but the flight got cancelled from the airline’s side.

I then received an email from go air, stating i needed to contact the customer care within ** hours to claim a full refund or to reschedule.

I started trying to call them thereafter, but i could never get through, i tried for a month, tried calling them constantly, sent endless emails which didn’t fetch any response.

After a month, i finally got through on a call, and during this time airlines started a new policy of “credit shell”. So the customer service representative told me I couldn’t get the refund now as I didn’t contact them earlier, now they are only offering credit shell.

I do not wish to get the credit shell, the email they sent me specifically mentions i am eligable for a full refund.