I feel your pain, I needed to get a refund last year.

I never did talk to a real person. Perhaps they answer their phone now but they didn't then. I tried the online forms. I gave up on wattsapp. I finally sent emails to every email address I could find. Eventually I got a refund.

I want to make a change to flight reservations for January but I am not going to risk it until I get down there and can talk to someone in person.