I purchased a ticket in Nov 2018 for an itin from the US to be flown in Feb-Mar 2019. I canceled the booking myself and tried to to use their online refund form. Every time I used it, it said there's a system error. ALso, I called and called for months, and got an agent to answer once. Then, she said then system was down. Calling this airline has almost become a part-time job. I was on hold for than >45 minutes for every single call.

I am fed up and really want to see my refund. In addition to filing a complaint to CX, I want to file complaint to DOT and a lawsuit. I am thinking that CX probably doesn't care about the DOT, but the lawsuit.

Which is the legal entity that has to be served for a lawsuit?

I had a similar issue with CX about 12 years ago. The agents kept saying that the refund was processed, but later admitted that they credited the wrong account. It took me almost 8 months.

What was your experience in a similar situation with CX?