NEVER EVER call customer service or do customer service through online when dealing with overdraft fees. All they are, are just people that answer the phone and go by a book of how to do this and that. Smart thing to do is one, establish a relationship with a bank branch (like making sure you are known there, go in often to do transactions, always saying hi to the branch manager, he's usually on the floor, stuff like that) then two, whenever you have anything to take care of regarding your account you go the the branch that you have established with. The people on the phone are only allowed to enter a specific code for the overdrafts, a branch manager can put whatever he wants and force the refund.

Thing that sucks is when you do it online they do what they call "Decision" the request or something like that, and when they decision it, its done. Nothing you can do. Sometimes they don't though. So, go to a branch and talk to them... in the future, always go to a branch, especially for overdrafts.