I had two bookings cancelled by BA. First was a "holiday" (car+flight) where I had only paid the deposit. 2nd was Avios + Amex companion voucher + taxes in cash.
In both cases it tooks several goes to get through but in both cases handled well when I did speak to someone and the cash, despite being warned "could be 6 weeks" was back on my card in under 2 weeks and the Avios and voucher reappeared during the phone call!
On the 2nd call I was told all the contact centre staff are currently working from home.