So I cancelled a flight a few months ago and never received the refund for it. Got in touch with the refund department who sent me a broken-english copy-paste email stating
"We are writing in reference to your correspondence requesting a refund for the above-mentioned
document.
I would like to inform you that the please contact directly to issuing agent for your refund request.
I trust this has clarified the situation.
Assuring you of our best attention at all times."
.... but the "agent" is ba.com because I booked the flight on ba.com.
where do I go from here?