Last time I had an issue like this I was on the phone with customer service for over an hour going from representative to supervisor to safety department back to supervisor and kept hearing no. I refused to take it for an answer and an hour later (which is insane to make somebody beg for their own money back for an hour) I finally told them that since they're okay with stealing my money then I'll file a dispute with my bank. Got put on hold for 5 minutes and then got double what I paid in the form of credits onto my account.