Gotta give credit where credit is due. Richard from @TicketsAtWork was able to step in, investigate, and promised to refund me. While the primary customer service team closed my case twice, he was able to escalate it and get it solved.
@vayama changed my departure city from Newark to Los Angeles. They won’t answer emails or calls. I’ve sent numerous emails with no response. This is possibly the worst service I’ve ever had.