Has anyone been able to contact Air Asia?

I submitted the cancellation request via their feedback section and was given a case number. However, I have not received any update.

This can be contrasted with China Eastern (first leg of my Asia trip) which I was able to contact via phone last week, and was granted cancellation with full refund, and I received the full refund on my credit card within a day of cancelling the ticket.

I was surprised with how hard it is to get support from Air Asia - tried to call their KL phone number listed in the website, but could not get through.

I feel helpless!