Refund agreed, then complete silence

CharlesC1234

Hi there, 1st time posting here, hoping someone can advise me.
I organised a group activity to take place on a trip to Wales in April. I paid a deposit of £232.65. 
They said that they were going to refund me for the deposit, I then received an automated email saying that we'd get a voucher. I went back to say a refund had already been agreed and we wouldn't have a need for the voucher as the trip wasn't going ahead now (due to Covid-19 restrictions). They came back to say that the reservations team were now all on furlough but that they would process the refund for me. This never materialised and so I chased again and they said it was being processed that week. Once again I didn't receive anything. They have since ignored all of my emails and their phone lines go straight to an automated message that then cuts you off. 
I foolishly paid for the deposit by bank transfer which offers me no protection (idiot, I know!) and my bank have said that they could only refund it if it was fraud, but as it's a legitimate company this isn't the case.
I've spoken to my travel insurance who have said you need to get a response either way before they can do anything, but as no one is responding to me so i'm a bit in limbo.
I know it's only £250 but with everything up in the air at the moment I would really rather have it to save for any eventualities that might crop up this year. Are there any avenues I can go down that might push them to actually respond and process? Or is it likely lost now?
Appreciate any help people can advise.
All the best,
C

Life__Goes__On

What did your insurer ask for to start a claim?

CharlesC1234

Hi Life__Goes__On, 
When I called them they said they would need proof of payment of the transaction, which I have, and also proof that a refund has been refused. As it stands it hasn't been refused, they just stopped responding.

Life__Goes__On

I would state that as much as you have tried they  have refused to reply to your request of a refund.
On that grounds you consider that as a refusal of a refund, as you can't make them reply to you.
If you (the insurer) refuses to instigate a claim, I will have no option that you raise a  complaint about this matter to the Ombudsman.

mattyprice4004

I'd wait until they re-open before assuming the worst, as if all staff are furloughed there'll be no one there to answer. 

CharlesC1234

Thanks mattyprice4004 and Life__Goes__On, will hang fire for a bit as I guess you're right, perhaps they'll actually start replying when there are more people in. Just so frustrating that they would reply for a couple of weeks and say it's been processed only to then not do it and then ignore the emails.
Should I not hear from them in a month I'll attempt the route again through the insurance company.

Cheers,

Charles