Air Asia — Flight cancelled due to covid infected but no refund initiated

My PNR number was JYJ1GR for flight date April 9, 2021
I had called the airline to cancel the booking since I was covid positive a day before. They told to cancel via TIA but since we had 2 bookings from the same PNR could not cancel.

The agent split the PNR and gave me a new PNR- A66HWN and asked to cancel it via Tia chat support. I did the same. It said a refund amount of 900 would be credited post the cancellation charges.

Kindly process my request refund as per covid protocols and refund the entire amount since I was covid affected and could not travel.
I have attached my medical report ( RT-PCR Covid-19 Positive report) dated April 8, 2021
With the e-ticket to air asia support and nodal officer at air asia

Kindly help me on this matter. I have sent do many emails but there is no response.