Refund still not received and unable to access chat!

[#1]

I received an email in September to say an error has been made in my bill and still have not received a refund for the overpayment - it is now December 3 months overdue! I cannot speak to anyone via the chat (I am hard of hearing so the phone is not possible for me). So how can I raise my query without access to chat or phone? TIA for any advice

[#2]

Hi there,

I'm very sorry to hear that you've still not received your refund.

I have left a ticket on your account regarding your query. You can view this here

Should you have any further questions, please do not hesitate to get in touch.

Thank you,

Aisha