Really bad customer service

<p>Purchased an air ticket through them for a friend, who unfortunately cannot use the ticket due to being hospitalised (this was a week before the flight) tried to contact Expedia via the provided phone number, all that i got was "We are experiencing technical difficulties". Eventually found an email address on their site (not easy to find either), and emailed them my request for a cancellation and refund, the initial reply was to contact the airline (the itinerary number was provided in my original message), however the steps i was given were for the wrong airline, when i pointed this out, i was told to call their phone line (which i had been doing often, in the hopes it was back online), i emailed them back explaining (as i had already done in both my email messages this far), that their phone lines were down, could they please cancel and refund. the back and forth with the same answer has been going on for 4 days now, with the only variation being them telling me they have no reports of a problem with their phones (now, i've told them several times, and on checking their facebook page, found a number of people saying the same thing), i even took a video of me calling the number, with the technical difficulties message, and sent that to them, but to no avail. It seems to me that either their customer service is just that useless, or they are purposefully trying to stall, in order for the flight date to be reached so they have an excuse not to refund. Either way it is an extremely poor show, and stinks of *****.</p>