Impossible to get hold of anyone and waiting for refund 2.5 months

I bought a flexi ticket and paid more as my Visa was still in progress. Unfortunately, my visa was delayed, I requested to change my ticket but then the change was almost more than my ticket and I had to fly the next week, due to my start date at a new job.

I was then obligated to cancel the ticket an request a refund. I am finding it impossible to contact them. When clicking on the contact us link they then tell you they will send an email to verify you, then you can only mail them. I have been trying to get my refund for 2.5 months, and still nothing. I can see that the last they even looked at the refund was 2 months ago. Worst service ever!!!!!!!!!!