I've used EasyJet many times in the past, but never had to contact their Customer Support until now. We had a flight cancelled due to the COVID-19 pandemic and subsequent lockdown in the UK. My wife made the booking, and when the flight was cancelled she was emailed saying she could take a voucher for the full value of the flight (no mention of refund), which she did. After a bit of Googling, we learned you had to call and request a refund over the phone, which I did, and the person I spoke to said they'd "reversed" the voucher and applied a refund instead but that it would take up to 3 months to appear back in our bank account. 4 months later and we still have no refund, so I called them back today and they're claiming they have no record of this conversation and that it's not possible for vouchers to be reversed to refunds. As it was done over the phone, we're now at the mercy of their call recording software to see whether they have a record of this call and what I was told - I guarantee that the recording of this call will have been "lost".