I booked an AS metal Avios award and the agent wrongly charged me the $25 fee which should be waived since AS is not accessible on the website. I immediately called back, and spoke to someone who sounded really annoyed that I didn't catch the mistake, and acted as if it was my fault. After being snippy with me, she said she would do me a one time courteousy of refunding me the fee. Oh wow how gracious of you to follow policy, I thought at the time.

Fast forward to 6 weeks later. I received no refund. I follow up with BA refunds department who told me travel already completed and no refund would be issued. I sent emails to all their customer service channels and got absolutely no where, and no response. I even disputed the $25 charge with my bank, who sided with the airline.

I am in utter disbelief that something so little could go so wrong. Does BA have any customer service that actually addresses and responds to you? Does anyone have a contact at BA who would be willing to help?