After 4 attempts over 5 days resulting in going through the menuing system and being told too busy to take your call and line going dead....I managed to get through after a 10 minute hold with the rather pleasant orchestral version of Delibes Lakhme Flowers Duet playing as background hold music.
Spoke with a very helpful geordie lad who dealt with my refund request efficiently. Emailed acknowledgements in my in box within seconds and money refunded to my Amex card within hours.
A things considered...not a bad experience.
Seer