I had to send a paper letter to the refunds department with a death certificate to request some refunds policy waivers due to a death in the family. That was a month ago, and I haven't heard anything.

Should I expect to get a letter in reply? Does anyone have recent experience with this? How long did it take?

And does anyone know of a phone number for the refunds department? It's conspicuously absent from the website.

Thanks.