Air Asia — india flight cancellation credit account request

Complaint id[protected]
Email id - [protected]@gmail, com
Pnrs of two bookings - xs3dsb, bv43ys
Flight from ccu - ixb

I had made two flight bookings from calcutta to bagdogra airport, siliguri on 18th of march 2020 in air asia.
The pnrs of these flight bookings are - xs3dsb and bv43ys for flights on 28/04/2020.
However, due to the lock down for containing covid 19, all flights are susended till 3rd of may.
Hence i recieved a mail from air asia on 14th april stating that the booked ticket can be cancelled and a refund be requested as credit in the credit shell of air asia.
It was required to use the same e mail id used for booking the flight tickets ([protected]@gmail.com) for creating the big member account in air asia website.
I did the same on 14/04/2020 itsel[censored]sing same email id ([protected]@gmail.com).
However today, on 23/04/2020 i recieved a mail from air asia asking to create a big member account once again using the mail id which was used for booking the ticket.
There is no means of speaking to the customer care, only virtual robotic assistance is provided. Kindly request you to adress my matter asap.