Debbie - emails are easy to ignore - PHONE PHONE PHONE PHONE PHONE. I phoned about 5 times on the first day and twice the day after (as I was back at work that day) and I got my refund quite quickly (see post no 260 for my previous very lengthy post!) Imagine if you were the scammer, you can sit an click delete to emails all day without much effort or bother, it would be much more bothersome to you if a customer kept phoning you as you can't ignore them, and also, you are tying up their ticketline every time you do so!
Remember the old saying, "The baby that cries loudest gets fed first". Time to be a loud baby!
Hope it works - let us all know if you get anywhere