Unable to hear audio during meetings

It's been almost a month that all of the blue the audio stopped working when I was in a meeting. I can't listen to anyone or any other sound when I'm the host.  I thought the problem could be with my device so I changed the earphones, but nothing happened. Apparently the program can recognize my mic but i don't hear any sound (even when I try the "test" on settings".
I deleted and downloaded the app again, but it didn't fix the problem. I sent a message to the support, but nobody answered me and I'm still paying for this without being able to use it.