i've been dealing with the same issue except I received the refund instructions from their support by email a month ago now and they haven't accepted the ticket transfer and have also stopped responding to my emails. I've called probably 6 times and it seems like each time I talk to someone they put me on hold for 20-30 minutes, sometimes request to call me back after an hour to "look into it" and the come back and tell me to not worry because i'm backed by their "guarantee". The last time I talked to support they just sent me a form to file a NEW complaint when i've already gone through the entire process multiple times and have the refund instructions email correspondence which is tied to the order number. I'm planning to just contact my bank and initiate a charge back on my credit card and give them all of the evidence and let them deal with it.
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