Tui cancelled holiday not contacted me in the time frame they gave on email

Should I be phoning Tui as they cancelled our holiday 14 days ago, email stated they’ll be in touch within 10 days. Although we booked through Tui the flights are not Tui; we can’t change anything on Mange My Booking. Should I be patient and wait for their call or just call them and get the process started for a refund as it’s outside their stated time? Husband says call them and wait the 2 hrs for them to answer. Anyone else in a similar situation or been in one? 


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