Flight cancellation! No Assistance at all!
Flight booking no. VH53BS

We did the booking for our vacation last September 2019 for the holiday in April 2020. With the booking, everything went smoothly. I would say that everybody is willing to help and get the booking done. 
Although our flight is still scheduled on April, we don't want to get caught up in chaos of corona virus and asked if we can rebook/cancel the flights. So we emailed and called flight centre on February 9,2020 (2months before our flight).
At this time, flights are not chaotic yet. We only received an automatic response in email and over the phone, an agent told us that we should wait another month as the situation or flights might still push through on April(fair enough).
Feb. 12 I sent an email again for follow up- Still no response from them.
March 12,2020 knowing that the airlines have cancelled most of their flights, our flight included, we emailed flight centre again but then again no response.
We called the next morning just to be told by the agent that they are not the department dealing with the ticket cancellations. I asked for a hotline or number where we can call and she said there is no number and we should just email. I explained to her that I emailed 3 times already but there was no response.
I tried getting information from the airline but they also said that since we bought the ticket from flight centre, then flight centre should deal with our issue.
We completely understand the airline situation all over the world, but I hope flight centre could have just attended properly to any of our emails or calls and don't leave their customers hanging. Now we have ZERO idea what our options are or what is going to happen with our ticket.
We booked through flight centre because we believed in their customer service. I guess we were completely wrong!