I've been waiting and repeatedly calling to get my change fees refund back (150 $) for 8 month. After more than a dozen phone calls, they actually processed my refund, refunding me 26$ (the price of their flexible ticket insurance)! After calling back, they acknowledged a mistake, said they will escalate the issue, but again refused to provide any timeline for when this issue will be corrected. Every time I call now, they are lying to my face saying the issue will be resolved in 5 - 7 days and nothing happens. 

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