MakemyTrip MMT - MakemyTrip saying that airplane amount cannot be returned

Below is response from MakemyTrip consultant who was responsible for my booking of a trip outside india.
As the Lufthansa airline is not operating due to covid** pandemic I asked for full refund of the amount as this was done from MMT. Below is the reponse from MMT consultant:


"Hi sir, sorry for the later revert . Ticketing team has been repeatedly insisting the airlines however they denied. At this point of time , unless we get a mail confirmation of nil penalty by the airlines from your end , we will not be able to waive off that charges. My ticketing team asked and last reply from the airlines is to raise RA which will take ** days of time . Hence please advise as the booking holding has to be cancelled"..