Dear folks,

I have a TP ticket for travel next week and I have called them two times today and here is my experience.
I am trying to cancel a ticket according with the fare rules and this could not be done online without filling a refund request might take more than a couple of days and I might automatically been marked as a no-show. According to the fare rules, I must do any cancellations at least 24 hours before departure. I am currently somewhere between 50-100 hours before the first flight.

Experience 1:
Waited 20 minutes, someone picked up my phone ( probably from an outsourced location overseas ) and told me that she can't proceed with the refund and she needs to transfer me to the appropriate department. After another 40 minute wait my phone was opened by a Portuguese gentleman and I was asked to stay on hold one more time as he was going to check the fare rules and tell me the details, after the hold music ended and when he said "Thank you for holding on the line Mr. ISTFlyer" the agent disconnected or hung up and I was directed to the survey regarding the quality of the call. The agent didn't called me back or sent me an e-mail.

Experience 2:
About an hour later, I just called them one more time and this time, I wasn't connected to an agent within 60 minutes and the call dropped in the 62th minute exactly 60 minutes after I pressed the last digit to be transferred to an agent.

I am not sure what to do. I have just called them for the third time and I am waiting them to pick up my phone. I might call them one more time next morning.
I have evidence that I have called them on my phone and waited, I have the fare rules in my hand, should I directly start a chargeback with my bank. I am not 100% sure I would win the chargeback as this is a voluntary change and no cancellation was involved by TAP.