Orient Tourism Pvt Ltd - Refund not received from travel agent

Dear Voxya Customer Service::
This is regarding five return tickets from Bengalaru to Mumbai on March **, **** by Go Air. These tickets were purchased through "Orient Tourism Pvt Ltd" in Vashi, Navi Mumbai. The last name of all five passengers is "Govindrajan". The PNR# is U*GJ*S. I have sent nine emails & numerous SMS on this matter to our travel agent. . We are advanced age senior citizens with serious medical conditions. We are being harassed & bounced back & forth between Go Air & our travel agent. Our travel agent says "no refund but only credit note was issued by Go Air". They sent a snapshot that says "credit note for Rs. **,***". I sent that snapshot to Go Air. Go Air responded by sending me a snapshot that says "Agency Payment" for Rs. **,***". They insist that funds were transferred for Rs. **,***. I have attached all my correspondences with GoAir. My father, who is one of the passengers is ** years old & has been in the ICU of Hiranandani Healthcare Pvt Ltd-, Vashi twice in the past two months ( I had attached copies of his ICU admission in my earlier email to our travel agent & to Go Air). My mother , another passenger is **. We have huge medical bills & no income coming in. Our travel agent says that Go Air has not transferred funds into their bank account on April *, **** as stated by Go Air customer service. Instead, they have been issued a credit note. They say that since they have not received the funds but only a credit note, they cannot issue a refund. I request our travel agent to refund our money & SORT THIS MATTER WITH GOAIR. We paid the travel agent & not the airlines so our relationship is with the travel agent. I have wasted an extraordinary amount of time on this matter when my parents are seriously ill.
Thank you,
Radha