Hi Trish,
Thanks for your prompt reply. This is exactly the problem. I have scheduled callbacks multiple times and each time the CSR agent on the phone agrees that the way to initiate the refund is to use the direct link / web form. I have done this 3 times and each time it is denied by some unreachable person that doesn't understand the situation.
Since I have attempted both of your suggestions a few times without success, I don't want to keep doing the same thing over and over, expecting a different result. What's something else we can try to resolve this issue?
