Refund has not come through and ticket was closed

Hi, I got an email from DOcusign support saying my refund was approved on October 1st, they told me the refund would take anywhere between 10 to 14 days (my charge was in Mexico in case that gives more context) and since then the ticket was automatically closed and to this day (more than 14 business days later) I have not recieved the refund and I am unable to contact support, the chat does not work (literally nothing happens when I click on it) and the other two contact options are for paid customers which I no longer am… how in the world can I get someone in DocuSign to reach out to me since I cannot reach out to them… I can also NOT open a new case (as is supposed to be) because I do not have a paid suscription anymore...