Thank you everyone for your help! I decided to call the OTA a second time to see if there was a different resolution with another customer service rep. After some back and forth, I was able to get a full refund as opposed to a partial one due to my original plans of traveling with my parents (who are 70 and 80 years old and therefore, at risk for fatal infection of coronavirus). I guess options really do change depending on who you speak to on the phone. Now, I just have to wait and see if it will actually be credited to my credit card statement. We shall see...