EK seat fee refund due to changed airplane

[ChrisW.]

Hi all,

when we booked our flights for Europa this year in late 2021, the BNE-DXB and DXB-BNE flights were planned as B777 and we paid about $230 each for the Twin Seats.
Earlier in 2022, EK changed the flights to A380 and therefore no more Twin Seats.
We had a online chat with an agent and they said we get the money back after our trip, we just have to put in the form after our trip. (I have a screenshot of that chat)

We have now filled in the form but EK is saying that we do not get a refund at all for the purchased seat reservation.
Any experience why EK is refusing a refund, we paid for seats that did not exist as they changed the plane 4 month before the flight and therefore should be eligible for a refund and the agent confirmed that?

 

[AIRwin]

Credit card charge back?

 

[p--and--t]

Had a similar problem with BA who did nothing for months but send me automated emails saying we have received you request and the responsible department wouldn't answer the phone. So I lodged a dispute with PayPal supplying receipts and boarding pass details and three weeks later I had my money back. I use PayPal wherever possible because they are fairly good at following things up.