I did pretty much the same thing as you Carol, to get an agent that said i didn't qualify for a refund because my flight wasn't changed by more than an hour, even though it had been cancelled, which is more than an hour to me! I did go to the prefund page and it said yes i was eligible, and yes skip the refund and 20% stuff. I actually got refunded in 6 days. It is depressing to a point to think we should be traveling home tomorrow from our 10 day trip, but there is no sense to dwell on it as there is nothing we can do about it.