I have a similar story to others. Cancelled a ticket on March 12th and took 28 days and 4 e-mails to get the miles refunded.
Used the miles for a new ticket and by mistake selected the wrong month for the return flight. No way to change the ticket online; so I called in immediately after booking and was just told to send an e-mail. It has been a day and no response. Starting to get concerned the award availability will no longer be there by the time they get to it. This new system is just crazy. I will use my remaining miles and start to accumulate Avios / AA miles in the future.
Cheers,
Timo