I think refunding to a travel bank is at the discretion of the agent. I mean, it doesn’t hurt to ask again (definitely try), but I think maybe it’s a matter of who is dealing with your case rather than the method of contact.
Even when using the app’s chat feature, you still have to luck into an agent who is willing to override the policy that those bookings are non refundable.
@Mainemama, are you looking to rebook for a better fare or are you mainly looking for flexibility if your trip gets cancelled? If it’s the latter, they might be more willing to work with you closer to your dates if, in fact, you need to cancel.