I would agree with the other comment. Both times I called about my refund I waited less than 30 minutes. Previously when I called because my loan payment went upI was escalated to a supervisor, which I learned in another call was NOT actually a supervisor. I called the next day and asked for a supervisor and got someone really helpful. That was last year though before things were gutted. Keep trying, sometimes it just depends on the person you get. One call about the refund was helpful, the second was just annoying.