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Finally got through and talked to customer service! So I ordered a switch physical game on 4/2, but it never arrived. The package probably got lost since the tracking shows shipped and USPS waiting for it to reach facility, never updated after that. First I called a couple times and waited for 2 hours each time like what people in the comments did. Then started calling once every day M-F and only waited til they read the "wait time may exceed x minutes" message. Finally today it read 30 minutes, and I got through after waiting for 50 minutes or so (Thursday 1pm PDT). The person said he started the refund process as I requested and I should receive an email within 24 hours. Hope this info is useful to someone!