Yes, there is some misunderstanding here. Contact centres have an escalation process to the back office, and Customer Relations don't, unless it's a post travel dispute. The contact centre agent must have mis-understood the problem here, and BA.com also screwed up the refund. You are back to the contact centre and keep trying there. The exception would be if you have done some travel on this booking already. For cancellations within 24 hours you are best to call unless the screen gives a full refund breakdown, OR says it will go off for calculation. If it goes off for calculation and you disagree, then it's still the contact centre. Give it one more go and then we can advise on how to go on to the escalation route......