Disaster management gone disastrous

I am probably one out of a million complaining about Mango right now.

I am eligible for a refund as per Mango's refund policy on their website. Phoning the refund department means 30min waiting with the constant "your call is important to us and will be attended to shortly" and yet no answer.

I got picked up by the reservations department and Kevin bluntly told me "your not going to get a refund" I guess they just keep on putting you through because even the staff don't want to deal with the ****.

I am eligible for a refund. I would like to at least get through to the relevant department is that too much to ask?