Sorry for the late reply. My experience was unnecessary exhausting.
First day I couldn't initiate a chat (would not load), so I just sent Cancellation request from Manage My Booking. The next night around 3 am they called me, obviously missed. Then in the morning found an email: we need to collect from you $25 as you did not pick up we were not able to cancel your ticket and process the refund. The next evening I tried chat again. It loaded and then it took about 2 hours for them to generate payment link. Then it didn't work anyway (error message as I click on it), they called me (by that time was around 2 am) and the payment call took 33 min. Miles were instantly back to my account.
Summary: kinda disaster of a customer service/basic processes.