Direct Air Family Ties Scam Internet, Internet

 I have been trying to book a flight using the Family Ties tickets I already paid for. I have submitted the request form almost three weeks ago and have not received any response. When I submitted the form flights were available for the dates I chose. Calling customer service only leads to either being told everyone is busy right up front or if I do get to the family ties prompt I am put on hold for as long as an hour only to be disconnected.
I do not understand why you can hold your money and get a flight instantly, however direct air already has my money and I have to jump through hoops to TRY and obtain a flight. I am seriously concerned that Direct Air will keep my money without providing a service.
The only logical reason I have come up with as to the way Direct Air is processing these family ties request is that they are hoping to keep your money without providing a service. Is this legal?