Originally Posted by
FlyPointyEnd
Not fake sympathy but at least an apology, the agent did not reply to an email for a week and all he said was "I was on vacation" and I'm supposed to be okay with that?
Are you more interested in the apology or the reimbursement? Decide what your priorities are. If the apology is more important to you, then devote your efforts to remedying that war crime. If the reimbursement is more important, then maybe an approach of, "Oh, that's OK. Now that you're back, what do we need to do to move this forward?" will help you reach your goal.