United Airlines Corporate Office Headquarters HQ

RE: eConfirmation NZ9LY7 May 8, 2023. I logged on to United online to check in.. log in indicated I had two reservations for my May 9, 2023 departure date. I called 1-800-864-8331. The agent told me I needed to change my departure out of Hilo to Honolulu. He suggested flights that could not accommodate my original reservation made on 2/23/2023. Then suggested I fly out of Honolulu on another date, still no guarantee of 1st class seating. I would not agree as I stated a needed the legroom. Approximately 2.5 hours later after being put on hold NUMEROUS times. The agent told me it would cost me an additional$889 to get 1st class seats. I asked why and the agent said I said I requested more seating space because I was "heavy" I NEVER gave that as a reason for needing 1st class seating. I wanted what I had originally made reservations for on 2/23/2023. The agent sent me a confirmation email that showed the only change from my original reservation was the time of departure from Hilo. Otherwise, all flight numbers/times were exactly the same as my original reservation. Seat changes from original reservation from 7D to 1A (Honolulu-LA) and from 9A to 1A (LA – Baltimore) I requested a refund of $889 dollars I was charged over my original charge of $3777.00 on 2/23/2023.
I was not able to open the Refund Request link United website, Therefore I called Customer Care. The agent assisted me in opening the website. She Sends me a confirmation case number via email on 5/20/2030 @ 8:35est. 5/23/2023 I went on United online to check the status of my refund request. United online Refund Request status option would not respond. I called 1-800-490-2021. I was transferred to a Help Desk. Waited 20 minutes, the agent stated I need to be placed on hold. Waited another 20 minutes and the agent stated I need to be placed on hold. Waited 16 minutes, the agent said she needed the date of my refund request. Waited 15 minutes agent when I received my email confirmation. Waited 15 minutes to speak to a Supervisor. The supervisor again told me what the other agent had said "due to the high volume of emails…" . I discontinued the phone call. My intuition leads me to believe that United is utilizing third-party answering services that are not efficient or able to answer or understand the customer.