I opened several cases to get a refund when I bought an online book that I didn't need. I had to open several cases because they would close each case and say the refund has been issued but there would be no refund.
This happened over a period of almost two months. And it was not after finding a number on PayPal (which I used for payment) did I start making headway.
But even after making this connection and being told the refund is in progress, I got an email saying that they needed more information almost a week later. Finally, I called back and after getting disconnected twice, someone who sounded more knowledgeable than everyone else, worked things out for me to get the refund.