Azal Airlines Refused My Refund

I bought a standard ticket from Azerbaijan Airlines, and they mentioned that 25% of the fare could be refunded if I canceled before the flight. When I went to the ticketing office, I told them I wanted to cancel the ticket I bought for 1325 manat. They asked to communicate through Gmail and promised to reply. Before the flight, I sent them an email through Gmail to cancel my ticket. I got a message saying "We'll get in touch with you about your application," but nobody contacted me. Even after calling multiple times, I was informed that there was no record of the application and asked for a reference number. Even after sending the reference number through WhatsApp, I didn't get a call. This airline doesn't have good ways to communicate and doesn't reply. My luggage always ends up damaged whenever I cancel my tickets. I filed complaints but didn't get any response or action.