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Getting a refund from Italo from the USA

I was wondering if any one has any success getting a refund from Italo. I received an e-mail that I was able to receive compensation for my tickets 50%. I have the code for the refund. But since I live in the United States and it won’t let me process the monetization. I have tried a bank transfer but I don’t have a tax id code. It keeps on kicking me out. I was wondering what has worked for people in getting a refund.