Air Asia — Unable to make refund of cancelled flight

I booked my flight on 27th may 2020 which was cancelled by air asia. My booking id is k41csg, in the name of tenzing palmu bhutia, with email [protected]@gmail.com. Now i want to get refund of the amount. I have mailed several times but only link was sent for procedure from your side. After chating with ava it guided me to another link but from last 10 hrs, i am trying but the link is in buffering position with line wait for 1 hr 15 minutes. Is that how you deal with your customer? As the cancellation was done from your side, refund has to be done automatically, but instead of doing that, you are asking customer to login to your portal and search for the link of refund. Please do the refund of my booking as soon as possible and do reply soon.