If anyone could help

jeannot18

The question has probably been asked but maybe not for this specific company. We booked some flights at the beginning of the year to go to San Francisco, we used (unfortunately) a company called Kiwi.com. The trip is planned for June 1st, it really does not look like we will be going because of one person medical background as we are in 12 weeks lock down (hospital and consultant advice). We don't have  a travel insurance (i was waiting to take one when it all kicked off, i know another mistake of my part probably). Anyway the airline is Virgin Atlantic and i contacted them and their reply is:
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Hi . I'm very sorry to hear you haven't been able to contact Kiwi.com yet. Sadly, we cannot make changes to a third party booking. Please continue to contact them. ^Amy.

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I have tried to contact Kiwi.com via their Facebook page, email, phone but so far i have been unsuccessful. There is a cancelation and refund option on the trip, but what i get is

So obviously, the first option is not an option ( i have tried many times). Second option is not guaranteed and from i have read, Kiwi reserved the right to keep whatever amount of money they wish (somebody told me that had a Ryanair flight, Kiwi got the full refund and only gave 10% back to the customer). I have booked using a MasterCard credit card. Anyway where do i stand, the value of the is near to £2,000 and I can't really afford to lose that money. So anyone has any tip, pointer, people i could call , thank you in advance

J