impossible to speak to a consultant

I would like to place on record my dissatisfaction with the msc call centre ***. I have tried numerous times throughout the day to speak to an agent. I have already booked a cruise however i wanted to upgrade my package. I am so upset and I now want a refund as mt trip is for the 27 january 2017. I have read the cancellation policy and i qualify for a 100 percent refund. My telephone is sky high due to the calls i make to msc. At times i am placed on hold for 35 minutes and longer and still no answer so i subsequently cut the call<br> I find it hard to believe that the agents are sooo busy every minute of everyday. I want an agent to call me and explain the procedure to get my refund as i am not willing to sail with msc cruises. It seems as though my business is not wanted.