Nightmare with Ebay returns!

[cerealqueen]

I returned an item a few weeks ago with the prepaid label. I entered the tracking details and waited for my refund.
I then get an email reminding me to return the item. So, I put the tracking information in again.
I then get another email asking to return the item so I ask for a call back. They have the tracking information and offer to escalate it - great. I am put on hold for an hour (thank god they called me!). I had to call off as had stuff to do. Request another - get email saying they tried to call me - er no, no missed call.
Now I'm looking on the website and there is no way to open a case myself, each time I just get told I've got a return open, but there is no way to escalate it. I've asked for another call back - nothing happening again.
What is going on with Ebay??!! Any ideas how to open a case myself??

go onto live chat instead I reckon.

Update - They don't have live chat anymore and you can't escalate a case on-line anymore. The only option os to request a call back which I did. Having spent about four hours on hold over three phone calls, I've now had a refund but it was very very painful. They kept apologising for the wait, though its obvious why there are such ling waits - there is no way to do things on-line. I dread having to have another ebay problem after this episode!!!!

i did a live chat Sunday evening. has it changed?

They do have live chat I'm just off it.

I think because I had returned something already it didn't give me the option for live chat, or I'm just very dense right now?!