Omio: 'Fully Refundable' Tickets Aren't Refunded, No Support

I booked two FlixBus tickets through Omio: one from Brussels South (Gare du Midi) to Bruges Sint-Michiels Station West, and a second one from Bruges Sint-Michiels Station West to Ghent. For these two bookings I paid a total of $41.44, with $27.89 for the first booking and $13.55 for the second. Both tickets were still valid at the time I cancelled, and I cancelled while there were still 23 days before departure, which is clearly within the allowed time according to the rules shown. According to Omio’s own cancellation rules, with 23 days remaining before departure I should have been able to cancel with a 30% fee applied to the original price. Based on that, the refund should have been clearly higher than what I received. Instead, Omio offered me only $14.00 for the first ticket and $5.60 for the second, for a combined refund of $19.60, which is significantly lower than what their rules indicate. When I tried to understand how this refund was calculated and contacted customer support, I discovered that it is practically impossible to reach an actual person. The chatbot sends you in loops, repeats the same generic answers and never connects you to a human agent, so there is no way to get a proper explanation or assistance. I request that my refund be recalculated in line with the cancellation conditions that were shown at the time of booking, and that the missing amount be paid to me. I also expect a clear written explanation of how my refund was calculated and why it did not match the stated 30% fee rule, as well as an improvement in access to real customer support for such issues.