They will decide if you get to speak to a person or not, send them an e-mail with the details of the issue, if they can not resolve it that way they will respond back with a number to call that gets you into a person bank. For what it's worth each time I have had to go through that (all relating to car rental companies charging me in addition to Priceline charging me) the people have been very professional and taken care of it in a few days exactly as promised. Don't expect them to followup with you again, they are real bad at that, so you may have to call again.