I was told to follow a procedure to get the refund, and then told by another rep, who called me, that I couldn't do that. When I asked for clarification, she hung up on me. I am going to follow the initial rep's advise and see what happens. He seemed like a good guy, but maybe just didn't have the information. It is hard to tell isn't it? For me, one of the frustrating issues is communication. If we could communicate by email then we could reduce the misunderstandings.
Did you find an address or contact for BMW in the United States? My attempts to get a contact just loops back to customer service.