Refund from CP for train delay

Hello all! About one month ago, I was in Porto and I took a train from Sao Bento to Pinhao. The train departed on time, but arrived more than 90 minutes late.

From the [cp.pt](https://cp.pt) website, I read that I should be entitled to a full refund of the ticket [https://www.cp.pt/passageiros/en/how-to-travel/Useful-information/refunds](https://www.cp.pt/passageiros/en/how-to-travel/Useful-information/refunds). I tried writing [cp.pt](https://cp.pt) with the online customer support form and with the chat, but they never answered my request and one month has passed.

Is there another procedure? What should I do? Do they actually evaluate refund requests? I’d be fine with not having my money back, but I find it weird that a company promises a refund under certain conditions and then can just not answer you and not give you the money.

Thanks for the help! 😊