Organization refusing to refund me

They are refusing to refund me, they say if I don't come into their offices they cannot refund me because there are forms I need to complete. I tell them to email the forms because I have relocated and they are telling me about copyright rules. If I don't come in they cannot refund me. What is it that one can possibly copy from a refund form? During covid everyone moved to digital platform of doing things and they refuse to email a refund form.